thread Re: Online Payments in Online Store

Online Payments

TTC2023 — Wed, 25 Oct 2023 21:33:26 GMT

54 of my 260 online bookings have failed so far (I’ve only been open 3 days and we rely on online bookings!)

transaction error or generic error seem to be the most common

it’s impossible to get people to message their banks every time to troubleshoot

Has anyone else experienced this?

Any help is appreciated!

Re: Online Payments

Breffni — Thu, 26 Oct 2023 11:09:36 GMT

Hi @TTC2023 - welcome to the Seller Community!

Sorry to hear you're running into this. Is your booking site a Square Online site or do you have an external site with Square as your payment provider?

Re: Online Payments

TTC2023 — Thu, 26 Oct 2023 10:56:07 GMT

Morning, thanks for getting back to me!

it’s an external site with a square payment system

Thanks

Re: Online Payments

Breffni — Thu, 26 Oct 2023 15:22:37 GMT

Thanks @TTC2023 - it's hard to know without looking at your account but it sounds like your website provider may not be properly meeting SCA requirements.

This usually causes declines at this level.

You can learn more about exactly what this means here. In short:

'Sellers, Developers and Partners that use Square’s developer products such as Square Payment Form and the Connect V2 APIs must ensure their applications are SCA-compliant to minimise the occurrence of declined payments'

Again, I can't confirm this is the case but I would suggest double-checking it's all set up when you can. If that doesn't work, let me know!

Re: Online Payments

TTC2023 — Tue, 31 Oct 2023 22:08:38 GMT

Hi Breffni,

I shared your response with my website builder but we haven’t gotten anywhere with it! I’ve even tried PayPal.

what would I need to be looking for to ensure I’m SCA compliant?

Re: Online Payments

Breffni — Wed, 01 Nov 2023 09:47:51 GMT

Hi @TTC2023 - sorry to hear you haven't had much look.

As far as I know, this would lie with your website builder/developer.

We have some information in our developer documentation here.

And then there is a guide on how to set it up. It might be worth asking the person who built your site again if they can take a look at that.