declined transaction--next steps

[lmccann16]

Hi!

We just noticed that someone's card was declined (Thomas Ballowe). I checked Connect and I see that the reason was "do not honor." I created a new custom fraud profile and attempted to whitelist the person's email address in order to reprocess the transaction--does that sound right? I'm not sure how to reprocess the transaction, though. Do I click on "post to salesforce?" I just want to make sure I'm doing things right before I do anything that could affect someone else's bank account!

Thanks so much!

[CnP.Support]

Good day lmccann16

Please note that "DO NOT HONOR" is the bank's response when a card declines. The card holder needs to contact their bank and figure out why the card was declined. If this was a fraud case you would see "blocked due to fraud".

Do not create a custom fraud profile as this truly is not related to the issue.

Hope that helps.