Payments

A customer's card payment failed — what do I do?

Reassure the buyer first — on a failed attempt "No charge was made" and they can press "Try again". Most declines are on the card's side (limit, wrong details, bank block) and aren't the shop's fault; the order shows as "Payment failed" in Orders. If many payments fail, the connection may be broken: go to Payments → the card section → press "Test connection". A red "Connection failed" means the keys are wrong — re-check them in the BOG merchant portal or the TBC portal. A green "Connected" means the keys are fine and the problem is the buyer's card.