Explanation:
When integrating Afterpay into your WooCommerce store, your customers may encounter various error messages during checkout. Please refer to the Action section below for a breakdown of some of the common error messages, their possible causes, and resolutions.
Action:
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Afterpay Not Available for Your Region
- Cause: Afterpay is not supported in the customer’s country or region.
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Resolution: Ensure that Afterpay is available for the customer’s region as customers in unsupported regions will need to use an alternative payment method. To sell into other countries, please refer to our Cross Border Trade feature.
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Unable to Process Your Payment / Unable to Complete Your Payment
- Cause: This error may be triggered due to a temporary issue with Afterpay’s servers or a problem with the customer's payment method.
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Resolution:
- Wait a few moments and try again, as the issue might be temporary.
- Verify that the customer’s Afterpay account is in good standing and that there are no issues with their credit limit or eligibility.
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Transaction Declined
- Cause: Afterpay might decline a transaction due to customer eligibility issues, insufficient credit, or other internal policies.
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Resolution: Customers should check their Afterpay account to ensure they are eligible and have sufficient credit for the purchase. Please advise them to reach out to Afterpay if the decline reason is unclear.
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Invalid Card Information
- Cause: The customer has entered incorrect card details, such as an expired card or an invalid number.
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Resolution: Ensure the customer’s card information is correct, and the card has not expired.
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You Are Not Eligible for This Payment Plan
- Cause: Afterpay has assessed the customer’s eligibility and determined they do not qualify for installment payments.
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Resolution: Customers can check their Afterpay account for details on why they are not eligible.
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Address Mismatch
- Cause: Afterpay may require that the billing address provided by the customer matches the address on file with their Afterpay account.
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Resolution: Ensure the billing address entered in WooCommerce matches the one associated with the Afterpay account.
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Payment Option Not Available
- Cause: The Afterpay payment option is not available for the customer due to certain restrictions (e.g. payment method is not enabled in the region, or their Afterpay account is restricted).
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Resolution: Ensure that Afterpay is available for the customer’s region and that the customer’s account is in good standing.
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Error Processing Afterpay Payment
- Cause: This error can occur due to server issues, network disruptions, or a failure in processing the payment request.
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Resolution: Have the customer try again after a few minutes.
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Payment Method Not Supported
- Cause: Afterpay may not support the customer’s chosen payment method (such as a pre-paid card or certain types of bank accounts).
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Resolution: Customers should try using a different payment method linked to their Afterpay account, like a credit or debit card.
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Failed to Load Afterpay
- Cause: A technical issue that prevents Afterpay from loading correctly on the checkout page (e.g. script conflict, plugin issue, or slow internet connection).
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Resolution: Refresh the page and ensure that the website is loading properly. Advise customers to check their internet connection and try again.
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Account Suspended or Restricted
- Cause: Afterpay may suspend or restrict a customer’s account due to non-payment, suspected fraud, or violation of terms.
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Resolution: Customers should contact Afterpay support to resolve any account-related issues or to find out why their account was suspended.
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Afterpay Unavailable for This Item
- Cause: Afterpay may not be available for certain products due to merchant settings or the product not qualifying for installment payments (e.g. digital goods, high-risk items).
- Resolution: Ensure that the customer is not attempting to purchase ineligible items and if they are, have them remove the ineligible items from their cart to proceed with eligible products.