Payment: Processor Decline Error

[alinajenon]

Hi,

Occasionally a person will check out, and the order is left pending with an error message that says "Processor Decline" and "This transaction cannot be completed". I've attached a screenshot.

Would anyone be able to let me know if this means the transaction didn't go through due to a credit card error on the customer's end, or is it because there is something wrong with how our website is set up?

Thanks for any and all insights!!!

Alina
Joomla 2.5.27
VM 2.6.10

[GJC Web Design]

you don't even say what plugin or even card processor!

Why not ring the bank and ask?

[alinajenon]

Thank you for your patience. This is all very new for me, so I'm doing my best to figure it out.

We have installed the One Page Checkout from VirtuePlanet. Our VirtueMart Payment Methods are set up for accepting Standard PayPal for accepting paypal payments and PayPal Payment Pro for accepting credit card payments.

I'm fairly certain that the only times we've had payments fully declined are with credit card purchases.

I have attached some screenshots. The first is a screenshot of how our backend is set up for the PayPal Payment Pro, as well as 3 screenshots for 3 declined payments we received today, along with the associated error messages.

One of the errors says that the # of items in the cart does not match the number of items purchased. How something like this happen?

If this forum is not the appropriate place to dig into solving these issues, would someone have any suggestions as to where I should look?

Thank you again for any and all thoughts.

[alinajenon]

So I finally discovered how to dig into the error codes with PayPal.

The 10527 code:
Says that it was invalid credit card information that had been entered. However, after calling to follow up we discovered the customer did receive a virtuemart sales receipt from us that said order "pending". Is there a setting to change to prevent the order from appearing to go through on the customer's end when they've entered incorrect payment?

[GJC Web Design]

VM 2.6.10

1st .. your VM is very out of date.. software is upgraded for a reason.. bug fixes and security .. all normal upgrade health warnings apply!

2nd.  the email said Pending.. what would a client deduce from this? In later vm versions the Pending email is not sent.. can't remember from what version

3rd. the client must have seen the denied message when they couldn't remember their card details.. what more would you expect the  system to do?
They haven't paid, Paypal denied them and a message would have been shown...  they received no confirmation and nothing more can be done...