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Add Transaction Response to Payment Failed Email

  • Evolve Web Hosting shared this idea 6 years ago
  • Payments/Billing
  • 4 Comments


6 Votes
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When a payment fails, there's no additional information in the email sent to the customer telling them why the payment failed. It would be great to have the Transaction Response added so that the customer knows what they need to correct and they don't have to open a support ticket to find out why.

5 Comments

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Greg Williams commented 1st August 19
I highly agree with this request. Sometimes it's just an AVS mismatch. It would be nice if the customer knew that from the email, otherwise they have no idea why their card failed. All we need is the resultCode message that says "The transaction has been declined because of an AVS mismatch. The address provided does not match billing address of cardholder." Or "This transaction has been declined." Or whatever it says. A Merge Field for this would be perfect.
Evolve Web Hosting commented 7th August 18
Hi John,

For us, I don't see how this would be an issue. We only offer ACH, Authorize.net and Paypal. I can't really speak for anyone else using other Gateways though.
I have seen this in other software where the Gateway didn't show up, only the response from the Gateway.
Official Response
WHMCS commented 7th August 18
Hi there,
Thanks for your suggestion.
At present the reason the gateway error message is not displayed to clients in the client area or emails, is that they can be identifiable, revealing to customers who your payment processor is. This could be undesirable.

Would the benefits outweigh this potential problem to you?
Evolve Web Hosting commented 9th December 21
Yes it would be to me. I don't think the customer really cares which company is processing the payment. If they pay with Stripe or Paypal, they know who it is and it's never a big deal.