Payment Issues

Payment Issues

Payment problems can be frustrating for both you and your customers. This guide covers the most common payment issues and how to resolve them.

Card Declined

When a customer's card is declined, it can be due to several reasons:

• Insufficient Funds — The customer's account does not have enough balance. Ask them to try a different card.
• Card Expired — The expiry date has passed. The customer needs to use a valid card.
• Incorrect Details — Card number, CVC, or expiry date was entered incorrectly.
• Bank Blocked — The customer's bank flagged the transaction as suspicious. The customer should contact their bank to authorize the payment.
• International Transaction — Some banks block international purchases by default. The customer may need to enable international transactions with their bank.

Payment Processing Errors

If the payment form shows an error:

1. Check that your payment provider (Stripe or iyzico) is properly configured in Settings > Regions.
2. Verify your API keys are correct and not expired.
3. Check the Stripe or iyzico dashboard for error logs and declined payment details.
4. Ensure you are using live keys for production (not test keys).

Order Created But Not Paid

If an order appears in your admin but the payment was not captured:

• For Stripe: Check the Stripe dashboard for the payment intent status. Some payments require additional authentication (3D Secure).
• For bank transfer: This is expected — the customer needs to complete the transfer manually. See the Bank Transfer guide.

Refund Not Processing

If a refund is stuck:

• Check the payment provider dashboard to see if the refund was initiated.
• Stripe refunds take 5-10 business days to appear on the customer's statement.
• If the original payment was made more than 60 days ago, some providers may not support direct refunds. In this case, arrange a manual refund.

Testing Payments

Always test your payment integration before going live. Use the test card numbers provided by your payment provider to simulate successful payments, declines, and errors without real money.