A single answer or solution to this question does not exist. Check the following:
- Is this the first time? If so, it could be that the customer in question experienced server/provider problems. Unfortunately, there's nothing we can do about that. However, if this issue happens a number of times with the same payment methods, it might be due to the payment connection. Proceed with the steps listed below.
- Check if there is a known technical malfunction with the payment service provider (PSP) in question. If we have been notified, we will pass this on trough a back office notice. Keep in mind however, that PSPs do not always notify us. We therefore recommend contacting the PSP involved to ask them what may have caused the issue. They are often able to see in which phase of the payment process errors/malfunctions occur.
- Verify that all your details entered through GENERAL > Settings > Checkout & Payment methods > Payment methods are correct.
- Have you concluded a contract with every separate Payment Service Provider (PSP) for all payment options ticked through GENERAL > Settings > Payment methods > PSP in the left menu? Perhaps you offer an option that is not possible / restricted with your contract.
If the steps above have not solved the issue, you can send us a ticket through MY ACCOUNT > Customer service. Mention the order numbers (if any; if they are listed as Unpaid, leave their status as is), the payment method(s) used and the browser used in the checkout process. Also indicate that the points mentioned above already have been verified.