GoDaddy Payments Payment Failed

Hey Daniel,

Thanks for getting in touch with us in regards to our GoDaddy Payments plugin. Happy to help you out with this!

When you see an Order Note that states the order moved from Pending Payment to Failed, that is a message that the Customer’s credit card was declined or they tried to use an invalid form of payment. This happens most often when the billing address or postal code do not match what the bank has on file for their card.

A better way to get more details on your transactions is to enable the debug log in the gateway settings ( WooCommerce > Settings > Payments > GoDaddy Payments > Manage, choose Save to Log under Debug log setting). Then you can review the logs at WooCommerce > Status > Logs under “poynt” logs to check for why the order failed. You can then open your browser’s Search function on that log page (usually Ctrl+F or Cmd+F) and search for the order number in question. Any errors with the payment method will show up with that order number, most often related to the AVS (Address Verification Service) checks.

Would you please let me know if that is helpful information, and what further questions you have?

All the Best,

Kari | Merchant Success Team

Kari,

Thank you for the information!

This is the message it shows on the front end of the website, “An error occurred, please try again or try an alternate form of payment.”

Is it possible to change this message? For example: “An error occurred processing your payment. Please double-check that your billing address and zip code match what the bank has on file for this credit card. Then try again or try an alternate form of payment.”

Hi Daniel,

Thanks for the follow up question! There are a couple options here that may be helpful for you.

First, in the gateway settings at WooCommerce > Settings > Payments > GoDaddy Payments there is an option to show detailed declined messages: https://cloud.skyver.ge/7KuXj8Xj. This message will still be intentionally vague by design. In fact if you already have this box checked, that is likely why there is information already showing that the card is declined, instead of a generic “An Error Occurred” message. We don’t want to give hackers the resolution to their stolen card numbers getting declined! If we are specific that it is the address, or the zip code, that is incorrect it can quickly narrow down the conflict for those bad actors.

However, if you do prefer to show that kind of detailed message instead, we recommend using the free Say What plugin to replace the error message with the phrase you prefer. If you use that method, the text domain in the setting is godaddy-payments.

Could you please let me know if that information helps you out on the error messages, and what further questions you have?

Kind Regards,

Kari | Merchant Success Team

Thanks, Kari. I do have the box checked for “show detailed declined messages.” I did a test entering the wrong billing address, and the error message is not detailed, “An error occurred, please try again or try an alternate form of payment.”

I will look at the Say What Plugin option.

Hey Daniel,

I checked in with our support engineers because I had seen that the error message had been updated back in September to the more specific billing information error, and he shared with me that the error has been corrected in the integrated GoDaddy Payments that is part of our Managed WordPress platform, not yet our standalone plugin.

That said, he also informed me that they are working on updating that error language in our GoDaddy Payments plugin to be in line with the integrated plugin errors, and that fix will be coming soon, although I cannot give you a specific day at this time for when that message will get updated.

I still think for now that the Say What plugin may be your best short-term solution before they get that changed. And once those error messages are changed, they should start showing up to your customers in the checkout as intended, because the generic strings you are changing with that plugin will not apply to these new error messages.

Would you please let me know if that is helpful information, and if you have more questions for us at this time?

Best,
Kari | Merchant Success Team

Wonderful. Thanks ??