When a card is declined

The card was declined

The bank said no. MoveBoard shows the reason the card processor gave (for example The card was declined.), and nothing is recorded on the order — no payment, no change to the balance.

What to do:

• Check the card details with the customer and try again, or
• Use another card, or take a different way to pay.

When adding a card on file, a declined card isn't saved: This card was declined by the bank — please use another card. The Order Log notes that a card was tried and declined.

The card processor didn't answer

Sometimes the network drops and nobody knows if the charge went through. MoveBoard then says:

Authorize.net did not answer, so it is not known whether the card was charged. Do not charge it again: MoveBoard is checking with Authorize.net and will add the payment by itself if it went through.

Don't charge again. MoveBoard keeps asking the card processor about that exact charge. If it went through, the payment is added to the order by itself — with its receipt, exactly as if it had been recorded at once. If after half an hour there's no sign of it, MoveBoard closes it as not charged and you can try again.

A charge always lands on the order

When a charge is approved, the payment is written to the order straight away. If that write fails for any reason, MoveBoard says The card was charged. MoveBoard could not add the payment to the order yet; it keeps trying every minute, so do not charge the card again. — and keeps trying until it's in. A card that was charged is never missing from MoveBoard, and a payment is never written twice.

When the customer pays from their portal

If the customer's card is declined while booking, they're told and can try again straight away with the same or another card. If the processor didn't answer, MoveBoard checks at once; a charge that did go through after the customer was told it failed is given back.