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DOC-1495/add-call-to-action-for-rejection-reasons #552

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50 changes: 25 additions & 25 deletions docs/topics/merchants/online/cards/index.mdx
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Expand Up @@ -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| `CardExpired` | The card used is no longer valid because it has expired.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| `SoftDeclineCardExpired` | The card used is no longer valid because it has expired.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}

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24 changes: 12 additions & 12 deletions docs/topics/merchants/online/checks/index.mdx
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Expand Up @@ -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}

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22 changes: 11 additions & 11 deletions docs/topics/merchants/online/idd/index.mdx
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Expand Up @@ -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.

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32 changes: 16 additions & 16 deletions docs/topics/merchants/online/sdd/index.mdx
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Expand Up @@ -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.

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