"failed" Status

General General Questions
1

We have had a issue where CS-Cart will mark the Status as "Failed" when the customer checks out. Does anyone know why CS-Cart does this? I saw their help file at the link below but it still does not make sense why it would mark it as failed. When it's marked as failed it creates confusion for the customer as we sometimes get a phone call from the customer. Any ideas on how to not have it mark as failed?

https://docs.cs-cart.com/4.4.x/user_guide/orders/order_statuses/order_failed.html

Thank you for any feedback

Warm regards,

Mike

2

Do you face this issue with specific payment methods only?

3

In general the difference between failed and declined is that failed indicates a problem with the card credentials (bad cvv, invalid number, etc) and declined refers to either the card being expired or there being insufficient funds. However, payment providers are free to return a value that their integration sees as failed or declined and it can vary.

4

"Do you face this issue with specific payment methods only?"

​I haven't noticed it with a specific method.

Is there a way to not marked the status as "Failed" and just let the customer try alternate credit cards?Most online store do not mark it as failed when the card is declined or an issue with the information on the card. They would allow other attempts an just leave the status alone.

Any ideas? Should I contact CS-Cart?

Warm regards

5

Please note the difference between 'failed' and 'declined'. Declined lets a user try another method. Failed indicates a fundamental failure of the order.

6

So what payment method do you use?

7

Hello, Mikew!

You can just rename the Failed status to smth else and enable the Pay order again option for it on the Administration > Order statuses.

8

Hello, Mikew!

You can just rename the Failed status to smth else and enable the Pay order again option for it on the Administration > Order statuses.

Hello,

Thank you! That helps.

Warm regards

9

I'd suggest you get the payment method fixed rather than hiding the fact there was a failure (versus a decline).

10

I'd suggest you get the payment method fixed rather than hiding the fact there was a failure (versus a decline).

I agree but it happens randomly with no known marker why it failed. The CS-Cart link below gives a possible reason but why it has to mark it as "Failed" due to the "Remove Credit card Info" being removed. Since the customer is entering the card information at checkout it should not matter if the "Remove Credit card Info" is enabled. Maybe I'm reading it wrong.

https://docs.cs-cart.com/4.4.x/user_guide/orders/order_statuses/order_failed.html

11

Doubt that applies. You've never stated (that I can quickly see) what payment provider or gateway this is for. Again, failed is a specific status returned from the provider (or something that maps to failed). So the correct thing is to identify the "why", then fix the "what". I would not just put a band aid on it as has been suggested even if it makes this particular problem disappear.