Payment FAQ: Understanding Online 

Card Payment Declines

*Updated on 12th April 2023

Online card payments have become a core part of our lives, allowing for convenient transactions and quick access to goods and services. However, experiencing a declined card payment can be both frustrating and confusing. This article aims to explore why card payments can be declined, what to do if it happens, and how to make payments more smoothly in the future.



Why Online Card Payments Get Declined

There are several reasons why an online card payment might be declined:

  • Insufficient funds: One of the most common reasons for declined transactions is insufficient funds in the account linked to the card.
  • Expired card: If the card's expiration date has passed, the transaction will be declined.
  • Incorrect card details: Entering incorrect card information, such as an invalid card number, CVV, or expiration date, can result in a declined transaction.
  • Incomplete authentication: One Time Passcode (OTP) / 3D Secure Protection by your bank/payment institution helps them to verify it’s actually you buying online. Not completing the authentication where prompted (e.g. One Time Passcode OTP / or 3D Secure Protection) may also result in payment decline.
  • Flagged payment: Financial institutions and payment gateways employ advanced security measures to detect and prevent fraudulent activities. If they identify any unusual patterns or suspect a transaction to be fraudulent, they may decline the payment.
  • Exceeded credit limit: If the transaction amount exceeds the credit limit on a credit card, the transaction will be declined.
  • Billing address mismatch: A mismatch between the billing address provided during the transaction and the one associated with the card can result in a declined payment.
  • VPN usage: Some financial institutions may flag transactions as suspicious if they originate from a different country or region, which can happen when using a VPN.

How Do I Know If My Payment Has Been Declined?

All of our completed orders are followed by our “order confirmed” email. Check your inbox and spam folder for a confirmation email. If you have not recieved one then your payment may have been declined.


The transaction is not completed: If a transaction is declined by the issuer you would not receive an order confirmation email. The fund may temporarily show as “pending”, it is not charged by GreenGreen Store & will be back with you within the standard time.


The transaction was completed: If the transaction was completed, but was subsequently flagged by the payment system, then GreenGreen Store may get in contact by email to notify of the order cancellation (typically within 1-2 business days). The refund will be back in the funding source within the standard refund time (approx 5-7 days).

What to Do If Your Card Payment Is Declined

  • Use an alternative payment method: If your card payment continues to be declined, consider using a different payment method, such as PayPal. For some customers (business customers in particular), if the initial card payment doesn’t go through, using PayPal as the next payment method can often be effective (with exactly the same card / info).
  • Klarna or PayPal credit funded transactions will only complete if they are approved by Klarna or PayPal (they set the approval criteria, and GreenGreen Store cannot override this); if declined, we’d suggest contacting the relevant institutions for more information.
  • Verify the card information: Double-check that you have entered the correct card number, CVV, and expiration date.
  • Check the account balance: Ensure that there are sufficient funds in the account linked to the card.
  • Contact your bank: If you are still experiencing issues, contact your financial institution for further assistance. They may provide insights into why the transaction was declined and help resolve the issue.

Tips: How to Make Payments More Smoothly In The Future

Tips on how to make more smooth payments in the future:

  • Security checks: Complete the SMS One Time Passcode (OTP) / 3D Secure Protection by your bank when prompted (or card issuers). This helps them to verify it’s you buying online. Completing this is typically required.
  • Ensure a consistent billing address: Make sure that the billing address you provide during the transaction matches the one associated with your card. This can help avoid declines due to address mismatches.
  • Consider your VPN usage at checkout: Some financial institutions may flag transactions as suspicious if they originate from a different country or region, which can happen when using a VPN. Should a payment be declined when you’re on a private & secure internet connection with VPN active, then it may be useful to consider disabling VPN during the checkout to avoid triggering fraud detection systems. However, do so at your own responsibility. Additionally, do not do this on a non-secure or public internet connection.
  • Switch payment methods: Utilize alternative payment methods like PayPal.
  • Keep track of your credit limit: Regularly monitor your credit card balance and avoid making transactions that would exceed your available credit.
  • Update your card information: Make sure to update your card information with online retailers and service providers whenever there is a change in your card details, such as a new expiration date or a reissued card number.

Payment Queries

Our office hours: 9AM-5PM Weekdays

Consumers

If you’re a consumer buying for personal use?

Still having trouble with payments?

Drop us a quick email on contact@greengreenstore.co.uk

Business

If you’re a business / B2B customer:

Still having trouble with payments?

We’re able to arrange a proforma invoice for Bank Transfer. Pre-wire payment required.

Drop us a quick email on contact@greengreenstore.co.uk