It can happen that payments from customers are marked as failed. In such cases we would like to give you some possible reasons:

1. insufficient funds in the account: There may not have been enough funds in the account at the time of payment to complete the transaction.

2. cancelled order: if an order has been cancelled, it may be that the payment is no longer required and therefore will be marked as failed.

3. change of bank details: If our customers have changed their bank details and we have not received this change in time, the payment may be marked as failed.

4. outstanding invoice: if the invoice has not been paid so far, this may result in the payment being marked as failed.

We would like to emphasize that we always try to resolve such situations as soon as possible. If you notice a failed payment, please contact our customer service. Together we will find a solution to ensure that all payments are correctly recorded.

To find the order with the failed payment, go to your transaction overview and select the payment status “Failed” using the filter. To download your CSV file, click on the “CSV” button.

For further questions, please feel free to contact our support team.

Best regards

Your CopeCart Team