From bb94e918569305c9e8ecb784c784eda97b1be255 Mon Sep 17 00:00:00 2001 From: Maxence Busson Date: Tue, 3 Feb 2026 12:51:44 +0100 Subject: [PATCH] DOC-1495/add-call-to-action-for-rejection-reasons --- docs/topics/merchants/online/cards/index.mdx | 50 +++++++++---------- docs/topics/merchants/online/checks/index.mdx | 24 ++++----- docs/topics/merchants/online/idd/index.mdx | 22 ++++---- docs/topics/merchants/online/sdd/index.mdx | 32 ++++++------ 4 files changed, 64 insertions(+), 64 deletions(-) diff --git a/docs/topics/merchants/online/cards/index.mdx b/docs/topics/merchants/online/cards/index.mdx index ba401ad3bf..d4aae09c64 100644 --- a/docs/topics/merchants/online/cards/index.mdx +++ b/docs/topics/merchants/online/cards/index.mdx @@ -141,31 +141,31 @@ When a card payment is rejected, the cardholder's account is not charged. Card payments can be rejected (declined) for the following reasons: -| Rejection reason | Explanation | -|---|---| -| `AmountInvalid` | The amount entered is invalid for this payment. | -| `CardDetailsInvalid` | The card details provided are incorrect or incomplete. The cardholder should contact their card issuer for more information. | -| `CardExpired` | The card used is no longer valid because it has expired. The cardholder should contact their card issuer for more information. | -| `InvalidPinAttemptsExceeded` | Too many incorrect PIN attempts were made. | -| `RejectedByCardIssuer` | The card issuer rejected the transaction. The cardholder should contact their card issuer for more information. | -| `SoftDecline3dsExpiration` | The 3D Secure authentication session expired before completion. | -| `SoftDecline3dsFailure` | The 3D Secure authentication failed. | -| `SoftDecline3dsNotSupported` | The card does not support 3D Secure authentication. | -| `SoftDecline3dsRequired` | 3D Secure authentication was required but not completed. | -| `SoftDeclineCardAmountLimitsExceeded` | The transaction exceeds the card's allowed spending limit. The cardholder should contact their card issuer for more information. | -| `SoftDeclineCardDetailsInvalid` | The card details provided are incorrect or incomplete. The cardholder should contact their card issuer for more information. | -| `SoftDeclineCardExpired` | The card used is no longer valid because it has expired. | -| `SoftDeclineCardNotActivated` | The card has not been activated yet. The cardholder should contact their card issuer for more information. | -| `SoftDeclineCardNotSupported` | The card is not supported for this type of transaction. The cardholder should contact their card issuer for more information. | -| `SoftDeclineCvcCheckFailed` | The card security code (CVC) verification failed. | -| `SoftDeclineCvcInvalid` | The CVC code provided is invalid. | -| `SoftDeclineInsufficientFunds` | The debtor has insufficient funds to fulfill the payment. | -| `SoftDeclineRefundTimeLimitExceeded` | The refund could not be processed because the allowable time limit has passed. | -| `SoftDeclineRejectedByCardIssuer` | The card issuer declined the transaction. The cardholder should contact their card issuer for more information. | -| `SoftDeclineSwanTechnicalErrorOccurred` | A technical error prevented the processing of this card payment. The cardholder should retry the transaction. | -| `SoftDeclineTransactionAmountIncorrect` | The transaction amount does not match the expected or authorized amount. | -| `SwanRefused` | Swan refused the transaction due to risk management or compliance requirements. | -| `SwanTechnicalErrorOccurred` | A technical error prevented the processing of this card payment. | +| Rejection reason | Explanation | Action | +|---|---|---| +| `AmountInvalid` | The amount entered is invalid for this payment. | Verify the payment amount is correct and within acceptable limits, then retry the transaction. | +| `CardDetailsInvalid` | The card details provided are incorrect or incomplete. The cardholder should contact their card issuer for more information. | Double-check the card number, expiration date, and CVV. If the issue persists, contact your card issuer for verification. | +| `CardExpired` | The card used is no longer valid because it has expired. The cardholder should contact their card issuer for more information. | Use a different card with a valid expiration date or request a replacement card from your issuer. | +| `InvalidPinAttemptsExceeded` | Too many incorrect PIN attempts were made. | Reset the card PIN through your issuer's process or contact support to unblock the card. | +| `RejectedByCardIssuer` | The card issuer rejected the transaction. The cardholder should contact their card issuer for more information. | Contact your card issuer immediately to understand the specific reason for rejection and resolve any issues. | +| `SoftDecline3dsExpiration` | The 3D Secure authentication session expired before completion. | Retry the payment and complete the 3D Secure authentication within the time limit. | +| `SoftDecline3dsFailure` | The 3D Secure authentication failed. | Verify your authentication details and retry. If issues persist, contact your card issuer. | +| `SoftDecline3dsNotSupported` | The card does not support 3D Secure authentication. | Use a different card that supports 3D Secure or contact your card issuer for a compatible card. | +| `SoftDecline3dsRequired` | 3D Secure authentication was required but not completed. | Retry the transaction and complete the required 3D Secure authentication. | +| `SoftDeclineCardAmountLimitsExceeded` | The transaction exceeds the card's allowed spending limit. The cardholder should contact their card issuer for more information. | Contact your card issuer to increase your spending limit or split the transaction into smaller amounts. | +| `SoftDeclineCardDetailsInvalid` | The card details provided are incorrect or incomplete. The cardholder should contact their card issuer for more information. | Verify all card details (number, expiration, CVV) are entered correctly and retry. | +| `SoftDeclineCardExpired` | The card used is no longer valid because it has expired. | Use a card with a valid expiration date or request a replacement from your issuer. | +| `SoftDeclineCardNotActivated` | The card has not been activated yet. The cardholder should contact their card issuer for more information. | Activate your card through your issuer's activation process before attempting the transaction again. | +| `SoftDeclineCardNotSupported` | The card is not supported for this type of transaction. The cardholder should contact their card issuer for more information. | Use a different card or contact your card issuer to enable this transaction type. | +| `SoftDeclineCvcCheckFailed` | The card security code (CVC) verification failed. | Verify the 3-digit CVC code on the back of your card and retry with the correct code. | +| `SoftDeclineCvcInvalid` | The CVC code provided is invalid. | Check the CVC code on your card (3 digits on the back) and re-enter it correctly. | +| `SoftDeclineInsufficientFunds` | The debtor has insufficient funds to fulfill the payment. | Add funds to your account before retrying the transaction. | +| `SoftDeclineRefundTimeLimitExceeded` | The refund could not be processed because the allowable time limit has passed. | Contact Swan Support or the merchant to explore alternative refund options. | +| `SoftDeclineRejectedByCardIssuer` | The card issuer declined the transaction. The cardholder should contact their card issuer for more information. | Contact your card issuer immediately to understand the decline reason and resolve the issue. | +| `SoftDeclineSwanTechnicalErrorOccurred` | A technical error prevented the processing of this card payment. The cardholder should retry the transaction. | Retry the transaction. If the problem persists, contact Swan Support with the transaction reference. | +| `SoftDeclineTransactionAmountIncorrect` | The transaction amount does not match the expected or authorized amount. | Verify the transaction amount with the merchant and retry with the correct amount. | +| `SwanRefused` | Swan refused the transaction due to risk management or compliance requirements. | Contact Swan Support to understand the specific reason and required next steps. | +| `SwanTechnicalErrorOccurred` | A technical error prevented the processing of this card payment. | Retry the transaction. If the problem persists, contact Swan Support with the transaction reference. | ### Chargebacks & disputes {#disputes} diff --git a/docs/topics/merchants/online/checks/index.mdx b/docs/topics/merchants/online/checks/index.mdx index dbe48d9eca..4d6e4f294f 100644 --- a/docs/topics/merchants/online/checks/index.mdx +++ b/docs/topics/merchants/online/checks/index.mdx @@ -203,18 +203,18 @@ Additionally, all checks not received by Swan's check provider within 30 days of A check transaction can be rejected for the following reasons: -| Rejection reason | Explanation | -| --- | --- | -| `AmountMismatch` | The amount on the check and the amount declared through the API don't match. | -| `BeneficiaryMismatch` | The beneficiary name on the check and the name declared through the API don't match. | -| `BeneficiaryMissingOrIncorrect` | The merchant's name is missing or incorrect. | -| `CheckNotReceived` | The check wasn't received by Swan's check provider. This reason doesn't appear until 30 days after the check was declared. | -| `CheckReceivedLate` | The check was received by Swan's check provider more than 30 days after the check was declared, or if Swan's check provider received a canceled check. | -| `DateMissing` | There's no date on the check. | -| `DateInvalid` | The date on the check is in the future or isn't valid. | -| `DebtorNameMissing` | The debtor's name (your merchant's customer) must appear on the check. | -| `InvalidOrMissingAmount` | No amount is written on the check, the format shows an invalid amount, or the amount is shared in the wrong format (numbers instead of letters). | -| `SignatureMissing` | The debtor's signature is missing, or there was a problem with the signature. | +| Rejection reason | Explanation | Action | +| --- | --- | --- | +| `AmountMismatch` | The amount on the check and the amount declared through the API don't match. | Verify and correct the amount to match the check exactly, then resubmit. | +| `BeneficiaryMismatch` | The beneficiary name on the check and the name declared through the API don't match. | Verify and correct the beneficiary name to match the check exactly, then resubmit. | +| `BeneficiaryMissingOrIncorrect` | The merchant's name is missing or incorrect. | Ensure the merchant's name is clearly written on the check and matches the declared information. | +| `CheckNotReceived` | The check wasn't received by Swan's check provider. This reason doesn't appear until 30 days after the check was declared. | Send the physical check to Swan immediately. If already sent, contact Swan Support with tracking information. | +| `CheckReceivedLate` | The check was received by Swan's check provider more than 30 days after the check was declared, or if Swan's check provider received a canceled check. | Ensure checks are sent promptly (within 30 days of declaration) to avoid rejection. For late checks, declare and send a new check. | +| `DateMissing` | There's no date on the check. | Ensure the check is dated before submission. Request a new properly dated check from the payer. | +| `DateInvalid` | The date on the check is in the future or isn't valid. | Ensure the check has a clear, valid date that is not post-dated. Request a corrected check if needed. | +| `DebtorNameMissing` | The debtor's name (your merchant's customer) must appear on the check. | Ensure the payer's name is clearly written on the check before submission. | +| `InvalidOrMissingAmount` | No amount is written on the check, the format shows an invalid amount, or the amount is shared in the wrong format (numbers instead of letters). | Ensure the check has a clearly written amount in the correct format (both numbers and words) before submission. | +| `SignatureMissing` | The debtor's signature is missing, or there was a problem with the signature. | Ensure the check is properly signed by the payer before depositing. Request a new signed check if needed. | ### Returned {#returned} diff --git a/docs/topics/merchants/online/idd/index.mdx b/docs/topics/merchants/online/idd/index.mdx index 80e4f94ad7..16b64b2c9e 100644 --- a/docs/topics/merchants/online/idd/index.mdx +++ b/docs/topics/merchants/online/idd/index.mdx @@ -166,17 +166,17 @@ When an Internal Direct Debit Standard transaction is **rejected**, the debtor's An Internal Direct Debit Standard transaction might be rejected for the following reasons: -| Rejection reason | Explanation | -|---|---| -| `AccountClosed` | The account is closed. | -| `AccountSuspended` | The account is suspended. | -| `AccountUnknown` | The IBAN provided doesn't match an existing account. | -| `InsufficientFunds` | The debtor has insufficient funds to fulfil the transaction. | -| `MandateInvalid` | The payment mandate is invalid, possibly because it was canceled, incorrectly completed, or the B2B mandate wasn't declared. | -| `ReasonNotSpecifiedByBank` | The debtor's bank can't disclose the rejection reason due to local data protection laws. | -| `ReasonNotSpecifiedByDebtor` | The payment was rejected at the debtor's request. | -| `RegulatoryReason` | The payment was rejected for regulatory reasons not covered by other specific reason codes. | -| `SwanRefused` | Swan refused the transaction due to risk management or compliance requirements. | +| Rejection reason | Explanation | Action | +|---|---|---| +| `AccountClosed` | The account is closed. | Contact the debtor to provide an active Swan account for the transaction. | +| `AccountSuspended` | The account is suspended. | Contact the debtor to resolve the account suspension or wait until it's lifted before retrying. | +| `AccountUnknown` | The IBAN provided doesn't match an existing account. | Verify the debtor's Swan account details and retry with correct information. | +| `InsufficientFunds` | The debtor has insufficient funds to fulfil the transaction. | Contact the debtor to add funds to their account, or schedule the payment for a later date. | +| `MandateInvalid` | The payment mandate is invalid, possibly because it was canceled, incorrectly completed, or the B2B mandate wasn't declared. | Declare a new valid mandate with the debtor before initiating the direct debit. | +| `ReasonNotSpecifiedByBank` | The debtor's bank can't disclose the rejection reason due to local data protection laws. | Contact the debtor to check with Swan Support for more details. | +| `ReasonNotSpecifiedByDebtor` | The payment was rejected at the debtor's request. | Contact the debtor to understand the issue and resolve it before retrying. | +| `RegulatoryReason` | The payment was rejected for regulatory reasons not covered by other specific reason codes. | Contact Swan Support to understand the specific regulatory requirement and provide necessary documentation. | +| `SwanRefused` | Swan refused the transaction due to risk management or compliance requirements. | Contact Swan Support to understand the specific reason and required next steps. | Regardless of the reason, the merchant receives a notification and can attempt a new Internal Direct Debit at a later date. diff --git a/docs/topics/merchants/online/sdd/index.mdx b/docs/topics/merchants/online/sdd/index.mdx index 43c3008a4b..d274d25224 100644 --- a/docs/topics/merchants/online/sdd/index.mdx +++ b/docs/topics/merchants/online/sdd/index.mdx @@ -230,22 +230,22 @@ When an SDD transaction is **rejected**, the debtor's account is not debited. An SDD transaction might be rejected for the following reasons: -| Rejection reason | Explanation | -|---|---| -| `BankRefused` | The payment was refused by the debtor's bank. | -| `DebtorAccountClosed` | The debtor's bank account is closed. | -| `DebtorAccountConsumer` | The debtor is not a business account, and the transaction is an SDD B2B transaction. | -| `DebtorAccountUnknown` | The IBAN provided doesn't match an existing account at the debtor's bank. | -| `DebtorDeceased` | The debtor is deceased. | -| `InsufficientFunds` | The debtor has insufficient funds to fulfill the transaction. | -| `MandateInvalid` | The payment mandate is invalid, possibly because it was canceled, incorrectly completed, or the B2B mandate wasn't declared. | -| `ReasonNotSpecifiedByBank` | The debtor's bank can't disclose the rejection reason due to local data protection laws. | -| `ReasonNotSpecifiedByDebtor` | The payment was rejected at the debtor's request. | -| `RegulatoryReason` | The payment was rejected for regulatory reasons not covered by other specific reason codes. | -| `SwanRefused` | Swan refused the transaction due to risk management or compliance requirements. | -| `TransactionDuplicated` | The transaction can't be fulfilled because it is a duplicate of another transaction. | -| `TransactionOnAccountTypeNotAllowed` | The account can't be debited because direct debits aren't allowed for this account type, for regulatory restrictions. | -| `TransactionTypeNotAllowed` | The direct debit can't be processed because the debtor account is blocked. | +| Rejection reason | Explanation | Action | +|---|---|---| +| `BankRefused` | The payment was refused by the debtor's bank. | Contact the debtor to check with their bank or use an alternative payment method. | +| `DebtorAccountClosed` | The debtor's bank account is closed. | Contact the debtor to provide an active account for the transaction. | +| `DebtorAccountConsumer` | The debtor is not a business account, and the transaction is an SDD B2B transaction. | Use a Core (B2C) SEPA Direct Debit scheme instead of B2B, or ask the debtor to provide a business account. | +| `DebtorAccountUnknown` | The IBAN provided doesn't match an existing account at the debtor's bank. | Verify the debtor's IBAN and bank details, then retry with correct information. | +| `DebtorDeceased` | The debtor is deceased. | Contact the debtor's legal representatives or estate to arrange alternative payment. | +| `InsufficientFunds` | The debtor has insufficient funds to fulfill the transaction. | Contact the debtor to add funds to their account, or schedule the payment for a later date. | +| `MandateInvalid` | The payment mandate is invalid, possibly because it was canceled, incorrectly completed, or the B2B mandate wasn't declared. | Create a new valid mandate with the debtor before initiating the direct debit. | +| `ReasonNotSpecifiedByBank` | The debtor's bank can't disclose the rejection reason due to local data protection laws. | Contact the debtor to check with their bank for more details or try an alternative payment method. | +| `ReasonNotSpecifiedByDebtor` | The payment was rejected at the debtor's request. | Contact the debtor to understand the issue and resolve it before retrying. | +| `RegulatoryReason` | The payment was rejected for regulatory reasons not covered by other specific reason codes. | Contact Swan Support to understand the specific regulatory requirement and provide necessary documentation. | +| `SwanRefused` | Swan refused the transaction due to risk management or compliance requirements. | Contact Swan Support to understand the specific reason and required next steps. | +| `TransactionDuplicated` | The transaction can't be fulfilled because it is a duplicate of another transaction. | Check if the original transaction was already processed. Avoid resubmitting the same transaction multiple times. | +| `TransactionOnAccountTypeNotAllowed` | The account can't be debited because direct debits aren't allowed for this account type, for regulatory restrictions. | Verify the debtor's account type supports direct debits or use a different payment method. | +| `TransactionTypeNotAllowed` | The direct debit can't be processed because the debtor account is blocked. | Contact the debtor to unblock their account or use an alternative payment method. | When an SDD transaction is rejected, regardless of the reason, the merchant receives a notification and can attempt a new SDD at a later date.