What to do when a backer reports failed payments on survey?
Creator side:
1. Please check your Stripe/PayPal account status. Make sure it is active and able to receive payment.
2. Go to " Dashboard " > " Download Center " > " Transaction Export " to see if there is any successful transactions since the backer feedback.
If there are successful transactions recorded recently, then it means that the current payment account is fine.
Note:
1. If the failure reason is "Stripe blocked this payment as too risky" or "The bank did not return any further details with this decline," it indicates an issue with the creator's receiving account.
2. If the failure reason is "The creator's PayPal account has encountered an error. Please contact the creator or try a different payment method." it indicates that there was an issue with the commission deduction from the creator's PayPal account.
To resolve this, the creator should check their PayPal account to ensure that it is able to successfully process the commission payment. Once the PayPal account is verified and in good standing, the creator will be able to continue collecting payments from backers.
Backer side:
1. Regarding the reason for payment failure, you can view it in the "Activity" section of the order details page, while you refer to this page to see the specific situation.
2. Solution：When Stripe/Paypal detects a suspicious payment, they might decline the credit card/paypal payment. So please ask the backer to try again with a different credit card or turn off the VPN.
The feedback from the bank in ” Activities “ of order detail indicates that the card has been declined. In such cases, the usual solution is to either try another card for payment or explore alternative payment channels, such as using PayPal.
3. For solutions to the below error codes:
A. Reason displayed: Your card is not supported.
Solution: The Seller should contact the Buyer and advise them to make the payment again using a different card.
B. Reason displayed: Failed to load Stripe.js. / Network Error./ Cannot init Stripe SDK.
Solution: The Seller should contact the Buyer and advise them to make the payment again with better internet connection.
C. Reason displayed: Your card was declined.
Solution: The Buyer should contact their bank for further assistance, or make the payment again using a different card or payment method.
D. Reason displayed: We are unable to authenticate your payment method. Please choose a different payment method and try again.
Solution: The Buyer needs to complete all 3D-secure authentication steps in order to complete their order.
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