Stripe: more than 50% of the transactions are being declined by the customer's bank

  • Profile Image
    makeitbritish
    Asked on March 13, 2017 at 10:55 AM

    Hi

    I have Stripe integrated with my Xero account and have never had a problem with any failed credit card transactions.

    But since I connected Stripe to Xero nearly all of my customers are getting their cards declined at least once.

    Why is this?

    And is there a more reliable payment processor I can use with Jot Form if I am based in the UK?

    Thanks

  • Profile Image
    Welvin
    Answered on March 13, 2017 at 02:06 PM

    I think that's possibly due to payment verifications or security reasons, especially if it's their first time to submit a payment through our platform. All payments run through the Stripe API, we don't handle/process the payment transaction. But it should go through, we are secured and PCI DSS Compliant. 

    Do you know if your clients got a call from their bank about the transaction, alerting them about the security or the like? 

    Your last form ID is no longer configured with Stripe payment. Did you remove it? 

  • Profile Image
    makeitbritish
    Answered on March 13, 2017 at 02:46 PM

    Yes they got calls about security. The UK banks seem to think that your platform is dodgy.
    I have attached a screenshot so that you can see quite how many are getting blocked.

    It's a real shame as apart from that everything with Jotform is working quite well, but if we can't get the payments to go through we will have to move away form your platform.

    Have you got any other suggections for how to rectify it?

    Thanks

  • Profile Image
    Welvin
    Answered on March 13, 2017 at 04:48 PM

    Thank you for providing the screenshot. The amount seems too high than normal transactions so maybe that's one of the reasons why the transaction is declined. Nevertheless, I will forward this matter to our backend team so they can take a look. We'll keep you updated.

    For the meantime, ask your customer to advise their bank to allow the transaction made in your form. I would also suggest adding a note in the form about it.

  • Profile Image
    NeilVicente
    Answered on April 04, 2017 at 05:58 AM

    Hi,

    JotForm does not send any information that links it to the credit card transaction processed by Stripe.

    We cannot know why exactly the banks declined the charges, but one thing that may help is setting a statement descriptor for your transactions.

    We do not have this feature yet, so you cannot set a statement descriptor on a per-form basis. However, you may set a default statement descriptor in your Stripe account.

    Also, try completing the information on the aforementioned page to give the banks more confidence in your business's authenticity.

    Do let us know if these suggestions help in reducing the declined transactions rate for your form.

    Best,