Payments can fail for a number of reasons. When they do, your payment processor sends an Error Code and Reason to Ordergroove for us to display. In this article, we'll take a closer look at the most common error reason codes and what you can do about them. For a full list, take a look at Error Response Codes.
Before you begin
Before you start troubleshooting Error Codes, we recommend exporting out a list of failed orders and confirming the order failed email is configured correctly.
Run an Orders Export
- Log in to Ordergroove
- Go to Data > Reports and click Create Report
- Select the Orders option
- Under Choose a report, select Orders - Rejected
- Optional - You can filter for a specific product(s), or set a date range
- Scroll down to Choose columns, and make sure Rejected Error Message and Rejected Error Code are included
- Scroll to the bottom and click Export
This will export a list of all recently rejected shipments, including their code, into a CSV spreadsheet. You can filter and sort the sheet to spot trends.
Double Check the Order Failed Notification
Before you go hunting and pecking for individual codes, make sure that the Order Failed notification is processing correctly. The process is slightly different based on who hosts your email notifications:
- Ordergroove: Reach out to Ordergroove support, and we can confirm if everything is functioning as expected.
- Klaviyo: Double check the Order Failed flows are triggering - you should see a non-0 number next to Sent.
Understand the error codes
The rest of this article goes through the most common error reasons. Each one follows the same format:
- Name (error code)
- Payment Methods Applicable
- Details and Resolution
Your card was declined (140)
Payment method: Credit Card
The customer's payment method was declined. Ordergroove will retry the payment method.
Your card has insufficient funds (140)
Payment method: Credit Card
The customer's payment method has insufficient credit limit to complete the purchase. Ordergroove will retry the payment method.
Your card number is incorrect (140)
Payment method: Credit Card
The card is in good standing in Ordergoove and Shopify - the card may be canceled by the customer. Reach out to Ordergroove support and we'll see if anything is contributing to this issue.
Your card does not support this type of purchase (140)
Payment method: Credit Card
A card issue related to debit cards and other types of cards that require a PIN number. Reach out to Ordergroove support and we'll take a look.
Agreement was canceled (20)
Payment method: Paypal
This error occurs when customers have explicitly canceled the subscription (billing agreement) through their PayPal account. The customer will need to re-subscribe if they want to continue.
Generic catch-all error code (999)
Payment method: All Payment Methods
This error code encompasses many different issues, it's a catch-all for all errors that Ordergroove doesn't have mapped. Some of the issues are related to invalid payment information, while others are related to invalid or missing data such as names and phone numbers. If you see a large number of 999 errors, reach out to your Customer Success Manager and we'll help troubleshoot.
The zip code you supplied failed validation (140)
Payment method: All Payment Methods
This error usually occurs when your eCommerce platform or your store modifiy card validation settings. Existing orders may give this error when they try to renew.
Your card could not be authorized using zip code provided (140)
Payment method: All Payment Methods
These errors usually crop up when customers have two different zip codes - one for shipping address and a different one for billing address - and validation rules are changed. Reach out to Ordergroove support and we'll take a look.
Instruct the customer to retry the transaction using something other than their PayPal Wallet (140)
Payment method: PayPal
This is an error with Shopify's validation. Ordergroove will retry the order, but you might want to get a few examples and reach out to Shopify to see if they can recommend any corrective measures.
Credit_card_not_found (140)
Payment method: Shopify Pay
This error crops up for Shopify Pay customers, both Ordergroove and Shopify have a valid credit card token. The error is on Shopify's end, we recommend reaching out to Shopify to see if they can help explain the error and provide any corrective measures.
Invalid Account (140)
Payment method: Shopify Pay and Credit Cards
This error is returned by Shopify, and does not seem to have any root cause. We recommend collecting a few examples and reaching out to Shopify support.
User account is closed or restricted (140)
Payment method: PayPal
This error occurs when customers have explicitly canceled the subscription (billing agreement) through their PayPal account. The customer will need to re-subscribe if they want to continue.
Your card has expired (140)
Payment method: Credit Card
The customer's credit card has expired, and will need to update their payment method.
billing_agreement_disabled and billing_agreement_not_found (20)
Payment method: Shopify Pay
This error is returned by Shopify. We recommend collecting a few examples and reaching out to Shopify support for more details and corrective measures.