Why are my customer’s cards declining when they have money in their accounts?
We run a membership based website where we offer a service to our customers. As a token of good faith, we offer a 3 day trial to the customers for a small $4 processing fee to help cover our expenses. After the 3 day trial, we charge $39.99 a month for our services.
We are having issues with our Merchant account. We have customers who 100% HAVE money in their accounts and when we try and run their cards they are declining.
It happens:
10% of the time for new customers
30% of the time when the customer is converting to a “full member”
30% of the time when the customer is a member and they are being charged the monthly fee anytime after the 1st time.
We have had customers go into they’re online banking while on the phone with us and look at their accounts and verify that they have more than $4 in their account.
All are transactions are done over the phone or online. There is never a card present.
What is the reason that so many of our customer’s credit/debit cards are declining?