Transaction failed errors

[Vandergriff]

I have intermittent issues with customers receiving a "Transaction failed" error while attempting to place an order on my Orda website. I receive orders daily, so it's only a few customers but could be more. This is only the customers that have brought it to my attention, so I am not sure of the true impact. I know they have tried different cards and get the same error. 

Link: Sunrise Deli | Order Online

[Laurie_]

Hi @Vandergriff, 

Thanks for getting in touch!

It sounds like this issue has only started occurring recently. Do you happen to notice any patterns, for example, do these reports usually come in around the same time of day, involve specific items, or do they seem completely random?

From what you've described, it sounds like the error appears after the system attempts to process the payment, meaning customers are able to add items to their cart and complete the checkout flow before the failure occurs, is that right?

Has anyone shared a screenshot of the error message, by any chance? If not, could you provide an order total and the date/time of one of the affected transactions? I can use that info to try and match it to a report on your Square account.

The reason I ask is that there’s a meaningful difference between messages:

• "Transaction failed" may point to an issue on the Orda or Square platform
• "Transaction declined" typically indicates a problem with the cardholder's payment details

Any additional details will really help us narrow this down!

In the meantime, I'll include the contact for Orda's support team, should you need to contact them directly: [email protected].