Getting CVV FAILURE & GENERIC DECLINES
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I am getting a lot of CVV Failures and Generic Declines recently, even from customers who have ordered before successfully. What could be causing this? Is there someone I can reach out to with the log information?
Viewing 4 replies - 1 through 4 (of 4 total)
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Hi there!
I am getting a lot of CVV Failures and Generic Declines recently, even from customers who have ordered before successfully.
Are you able to replicate this error, or does this happen randomly?
For further troubleshooting, please get back to us with:
1. System Status Report:
You can find it via WooCommerce > Status.
Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.2. A screenshot of Square settings (WooCommerce > Settings > Square > Settings)
If you don’t already have a screenshot service installed, you can try https://snipboard.io or https://skitch.com/.
You can share the direct link to the image as a response to this topic.3. Square Logs:
There’s a built-in logging system enabled in the Square extension that could help you determine the cause of this behavior. If you haven’t enabled this already, you can enable this in (WooCommerce > Settings > Payments > Square) :
Link to image: https://d.pr/i/GX6qLHOnce enabled, this logs the transactions and errors in **WooCommerce > Status > Logs >** Search for?
Square creditlogs in the drop-down at the top-right section and click onviewbutton. Please copy the logs you’re seeing and paste them as a response to this topic.This will help us track where the problem lies. Note that we will only be able to view logs for actions performed after logging has been enabled. So we wouldn’t be able to track behavior via log if that occurred before enabling logs for the same.
[Please redact any private details, including address, name, email address, transaction details, API Keys, Passwords, etc]`
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Debug Mode: Save to Log ### Action Scheduler ### Complete: 448 Oldest: 2021-01-31 15:02:47 -0500 Newest: 2021-03-02 11:05:04 -0500 Pending: 2 Oldest: 2021-03-04 20:37:34 -0500 Newest: 2021-03-08 11:41:03 -050002-28-2021 @ 06:07:50 - Square.js Response: Array ( [digital_wallet_type] => NONE [card_brand] => VISA [last_4] => **** [exp_month] => 4 [exp_year] => 20** [billing_postal_code] => 12*** ) 02-28-2021 @ 06:08:04 - Square.js Response: Array ( [digital_wallet_type] => NONE [card_brand] => VISA [last_4] => **** [exp_month] => 4 [exp_year] => 20** [billing_postal_code] => 12*** ) 02-28-2021 @ 06:08:31 - Square.js Response: Array ( [digital_wallet_type] => NONE [card_brand] => VISA [last_4] => **** [exp_month] => * [exp_year] => 20** [billing_postal_code] => 12*** ) 02-28-2021 @ 06:08:33 - Request method: uri: createCustomerWithHttpInfo user-agent: WooCommerce-Square/2.3.4 (WooCommerce/5.0.0; WordPress/5.6.2) headers: Array ( ) body: { "given_name": "**a", "family_name": "******y", "company_name": "", "email_address": "*****@gmail.com", "address": { "address_line_1": "********", "address_line_2": "", "locality": "***", "administrative_district_level_1": "NY", "postal_code": "12***", "country": "US", "first_name": "*****", "last_name": "******", "organization": "" }, "phone_number": "" } duration: 0.45534s 02-28-2021 @ 06:08:33 - Response code: 200 message: headers: Array ( [0] => HTTP/1.1 200 OK [Date] => Sun, 28 Feb 2021 11:08:33 GMT [Frame-Options] => DENY [X-Frame-Options] => DENY [X-Content-Type-Options] => nosniff [X-Xss-Protection] => 1; mode=block [Content-Type] => application/json [Square-Version] => 2019-08-14 [Squareup--Connect--V2--Common--Versionmetadata-Bin] => CgoyMDE5LTA4LTE0 [Vary] => Accept-Encoding, User-Agent [Content-Length] => 445 [Strict-Transport-Security] => max-age=631152000; includeSubDomains; preload ) body: { "customer": { "id": "5PST5FT9HWWNXDR0BHVM1DYRZ8", "created_at": "2021-02-28T11:08:33.436Z", "updated_at": "2021-02-28T11:08:33Z", "given_name": "*****", "family_name": "*****", "email_address": "******@gmail.com", "address": { "address_line_1": "******", "locality": "*****", "administrative_district_level_1": "NY", "postal_code": "1*****", "country": "US" }, "preferences": { "email_unsubscribed": false }, "creation_source": "THIRD_PARTY" } } 02-28-2021 @ 06:08:34 - Request method: uri: createOrderWithHttpInfo/NHQPDH37DHMKH user-agent: WooCommerce-Square/2.3.4 (WooCommerce/5.0.0; WordPress/5.6.2) headers: Array ( ) body: { "order": { "reference_id": "9170", "customer_id": "5PST5FT9HWWNXDR0BHVM1DYRZ8", "line_items": [ { "name": "product name", "quantity": "1", "applied_taxes": [ { "tax_uid": "603b79b1aeb0a" } ], "base_price_money": { "amount": 2200, "currency": "USD" } }, { "name": "USPS First Class", "quantity": "1", "applied_taxes": [ { "tax_uid": "603b79b1aeb0a" } ], "base_price_money": { "amount": 299, "currency": "USD" } } ], "taxes": [ { "uid": "603b79b1aeb0a", "name": "US-NY-NY TAX-1", "type": "ADDITIVE", "percentage": "5.97", "scope": "LINE_ITEM" } ], "discounts": [ { "name": "Discount", "type": "FIXED_AMOUNT", "amount_money": { "amount": 440, "currency": "USD" }, "scope": "ORDER" } ] }, "idempotency_key": "d833ba6c90caf4a82b907d6be5a37e159fa9a21a:1614510512-5550-0" } duration: 0.33749s 02-28-2021 @ 06:08:34 - Response code: 200 message: headers: Array ( [0] => HTTP/1.1 200 OK [Date] => Sun, 28 Feb 2021 11:08:33 GMT [Frame-Options] => DENY [X-Frame-Options] => DENY [X-Content-Type-Options] => nosniff [X-Xss-Protection] => 1; mode=block [Content-Type] => application/json;charset=utf-8 [Square-Version] => 2019-08-14 [Vary] => Accept-Encoding, User-Agent [Content-Length] => 3443 [Strict-Transport-Security] => max-age=631152000; includeSubDomains; preload ) body: { "order": { "id": "BT8HPS6rhyAb49H1mDYBWx5yiEbZY", "location_id": "NHQPDH37DHMKH", "reference_id": "9170", "source": { "name": "WooCommerce" }, "customer_id": "5PST5FT9HWWNXDR0BHVM1DYRZ8", "line_items": [ { "uid": "lsGrIrwgvprCIvMBlvJzRB", "name": "product name", "quantity": "1", "taxes": [ { "uid": "603b79b1aeb0a", "name": "US-NY-NY TAX-1", "type": "ADDITIVE", "percentage": "5.97", "applied_money": { "amount": 108, "currency": "USD" }, "scope": "LINE_ITEM" } ], "discounts": [ { "uid": "YK7mFFPQyJqBcgDipyT0cC", "name": "Discount", "type": "FIXED_AMOUNT", "amount_money": { "amount": 440, "currency": "USD" }, "applied_money": { "amount": 387, "currency": "USD" }, "scope": "ORDER" } ], "applied_taxes": [ { "uid": "HIplZvdvOS83L8udmIzCM", "tax_uid": "603b79b1aeb0a", "applied_money": { "amount": 108, "currency": "USD" } } ], "applied_discounts": [ { "uid": "VNoTAKDm8DqdgEZ4SYqwlC", "discount_uid": "YK7mFFPQyJqBcgDipyT0cC", "applied_money": { "amount": 387, "currency": "USD" } } ], "base_price_money": { "amount": 2200, "currency": "USD" }, "variation_total_price_money": { "amount": 2200, "currency": "USD" }, "gross_sales_money": { "amount": 2200, "currency": "USD" }, "total_tax_money": { "amount": 108, "currency": "USD" }, "total_discount_money": { "amount": 387, "currency": "USD" }, "total_money": { "amount": 1921, "currency": "USD" } }, { "uid": "oTjTLRZssWfOkqCl4HgGz", "name": "USPS First Class", "quantity": "1", "taxes": [ { "uid": "603b79b1aeb0a", "name": "US-NY-NY TAX-1", "type": "ADDITIVE", "percentage": "5.97", "applied_money": { "amount": 15, "currency": "USD" }, "scope": "LINE_ITEM" } ], "discounts": [ { "uid": "YK7mFFPQyJqBcgDipyT0cC", "name": "Discount", "type": "FIXED_AMOUNT", "amount_money": { "amount": 440, "currency": "USD" }, "applied_money": { "amount": 53, "currency": "USD" }, "scope": "ORDER" } ], "applied_taxes": [ { "uid": "nRDK30Had4KTycusbwvLiB", "tax_uid": "603b79b1aeb0a", "applied_money": { "amount": 15, "currency": "USD" } } ], "applied_discounts": [ { "uid": "2CpkgjIIaddrseTQd48ab", "discount_uid": "YK7mFFPQyJqBcgDipyT0cC", "applied_money": { "amount": 53, "currency": "USD" } } ], "base_price_money": { "amount": 299, "currency": "USD" }, "variation_total_price_money": { "amount": 299, "currency": "USD" }, "gross_sales_money": { "amount": 299, "currency": "USD" }, "total_tax_money": { "amount": 15, "currency": "USD" }, "total_discount_money": { "amount": 53, "currency": "USD" }, "total_money": { "amount": 261, "currency": "USD" } } ], "taxes": [ { "uid": "603b79b1aeb0a", "name": "US-NY-NY TAX-1", "type": "ADDITIVE", "percentage": "5.97", "applied_money": { "amount": 123, "currency": "USD" }, "scope": "LINE_ITEM" } ], "discounts": [ { "uid": "YK7mFFPQyJqBcgDipyT0cC", "name": "Discount", "type": "FIXED_AMOUNT", "amount_money": { "amount": 440, "currency": "USD" }, "applied_money": { "amount": 440, "currency": "USD" }, "scope": "ORDER" } ], "net_amounts": { "total_money": { "amount": 2182, "currency": "USD" }, "tax_money": { "amount": 123, "currency": "USD" }, "discount_money": { "amount": 440, "currency": "USD" }, "tip_money": { "amount": 0, "currency": "USD" }, "service_charge_money": { "amount": 0, "currency": "USD" } }, "created_at": "2021-02-28T11:08:33.942Z", "updated_at": "2021-02-28T11:08:33.942Z", "state": "OPEN", "version": 1, "total_money": { "amount": 2182, "currency": "USD" }, "total_tax_money": { "amount": 123, "currency": "USD" }, "total_discount_money": { "amount": 440, "currency": "USD" }, "total_service_charge_money": { "amount": 0, "currency": "USD" } } }I cannot reproduce the issue on my end. It does seem to happen randomly. It will be issue free for days at a time, then all of a sudden 3-4 in a row or in quick sequence. Here status log and a square log from 2/28 from one of the customers who was having issues.
https://imgur.com/l3L4wjC – screenshot of settings.
Thank you!
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