Knowledgebase: Payment Gateways
One of my customer's transactions was declined due to AVS mismatch, but their bank says the transaction was approved. How do I resolve this?
Posted by Wayne Smith on 16 April 2008 02:50 PM
Authorize.Net Knowledge Base

http://www.authorize.net/kb.asp?page_id=169764&url=/authorize.net/consumer/search.asp

One of my customer's transactions was declined due to AVS mismatch, but their bank says the transaction was approved. How do I resolve this?

It is important to note that when the Address Verification Service (AVS) filter declines a transaction as the result of an AVS mismatch, the transaction is voided but the authorization remains. The preauthorized amount reserved against the credit limit of the customer's card will remain for a predefined period of time until it expires. This time period varies with all card-issuing banks and you will need to contact them directly to find out what their hold times are.

For example, if a customer repeatedly enters an incorrect zip code and you have chosen to decline all zip code mismatches, the preauthorized amounts may sum up to reach or exceed the customer’s credit limit.

Even though the customer has not actually made a purchase with his or her credit card, future transactions will be declined regardless of the AVS response because the credit limit has been reached. Merchants should also be aware that normal transaction fees apply for all resubmitted transactions.

Authorize.Net cannot remove existing authorizations that are held on the customer's credit card. However, you can contact the card issuing bank with your merchant number (this can be obtained from your Merchant Service Provider) and the authorization code (this can be obtained from within your Merchant Interface within the transaction details) to request that they remove the funds that are on hold from the AVS decline. You may need to contact your customer for their card-issuing bank's telephone number.


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