If a customer has an issue with a payment that didn't go through this is almost always the result of the transaction being declined by the issuing bank and there usually is not much HTPOS or you can do about that. You can gather a little more information about the possible reason why it was declined. You can accomplish this by going to Reports > Payment Reports and searching for the transaction on the appropriate date. It should stand out with a Decline in the report for the given date.
Once you find the transaction you can click on the link attached to the "Decline" and it will pop open a modal with some additional details about the transaction attempt. The example below is for a declined transaction. The response text says "Service not Allowed", this could mean a number of things, but this usually means that the type of transaction you are trying to do is not allowed by the bank. This type of response can occur with corporate cards that have specific business rules around the types of businesses and amount thresholds that might be allowed for making purchases. The customer would need to communicate with their bank or try to provide an alternate payment method.
Other scenarios you might see here would be "Not sufficient funds" or a "CVV2 Failure". If the issue is a CVV mismatch or bad expiration, these can be corrected and might be as result of a typo. But most other scenarios will require the customer to communicate with their bank.
Once you find the transaction you can click on the link attached to the "Decline" and it will pop open a modal with some additional details about the transaction attempt. The example below is for a declined transaction. The response text says "Service not Allowed", this could mean a number of things, but this usually means that the type of transaction you are trying to do is not allowed by the bank. This type of response can occur with corporate cards that have specific business rules around the types of businesses and amount thresholds that might be allowed for making purchases. The customer would need to communicate with their bank or try to provide an alternate payment method.
Other scenarios you might see here would be "Not sufficient funds" or a "CVV2 Failure". If the issue is a CVV mismatch or bad expiration, these can be corrected and might be as result of a typo. But most other scenarios will require the customer to communicate with their bank.