Payment Failure Message
Understanding why a payment has failed is crucial for both businesses and customers. Knowing the exact reason for a payment failure allows customers or webstore administrators to take immediate action to fix the problem and prevent similar issues in the future. This might involve updating payment details, ensuring sufficient funds are available, or addressing any underlying issues with the payment method or service provider.
Payment failures can be frustrating and stressful for customers. Providing clear and transparent explanations for payment failures fosters trust and credibility and demonstrates a commitment to customer service. All this is essential for maintaining long-term relationships and a positive reputation.
Sana Pay categorizes payment failure messages into the following groups:
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Invalid input: When incorrect payment details are entered (e.g., invalid card number or expiry date).
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Insufficient funds: When the transaction is declined due to a lack of funds on the credit card.
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General error: For all other unclassified failures, such as processor issues or temporary errors.
Sana Commerce Cloud distinguishes between two scenarios when displaying payment failure messages:
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Non-redirected payments: If the payment method does not require redirection (such as enforced 3D Secure), the error message is displayed immediately on the checkout page when the transaction fails.
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Redirected payments: If the payment involves a redirect (e.g., for 3D Secure authentication), the payment failure message can be displayed on the Order Cancelled and Order Failed system pages.
To enable this, add the Sana Pay payment failure message content element to those system pages in Sana Admin.
Advanced Tab
On the Advanced tab of the Sana Pay payment failure message content element, you can configure height, width, and spacing settings.
For more information about advanced settings, see Content Elements.
