Website payments failing with one customer

[RedSquirrel]

Hello,

We use square integrated with our website (with another provider) to take online payments. This particular customer has made 4 previous orders using the same card and went through successfully.

Now all of a sudden they are getting the message 'We're unable to process your payment at this time. Please try again later.'

To test this I phoned the customer directly and entered their details on our end via our website (thinking it was an issue on their end), the exact same error appeared.

Then using the virtual terminal via square we successfully managed to take their payment (bypassing the website).

Can anyone explain to me where the issue may lie here? Initially I thought the customers bank has blocked payments from our website? But given the payment is processed via Square on the website and through the virtual terminal are these not the same thing?

The only difference I can see is the website take the address of the customer - the virtual terminal does not (only post code). They are using the same address they did on previous orders.

And to add we have had several successful orders before and after this on our website with other customers.

Thanks for the help.

[TheRealChipA]

Hi there @RedSquirrel. Have you by chance set up any Risk Manager rules -- especially any 3D Secure rules?  If so, that could be the culprit.  Also, FYI, if you go to your web dashboard >  Payments & Invoices > Risk Manager > Blocked payments,  you can view blocked payments for a given period.  There you will see who blocked the payment (Square, Bank, etc) and the reason for it.  Hopefully that helps.