Occasionally, you may find that a credit card charge that appeared to be successful at the time of transaction appears on the CyberSource Business Center as declined. Here’s how to settle declines or resolve a forgotten password.

Resolve “soft” declines for “error 230”

When a customer enters an incorrect Card Verification Number (CVN) code (error type 230), CyberSource categorizes that charge as a “soft decline.” The order will appear to be successful to the customer when he or she is processing the transaction. When you review the CyberSource Business Center later, however, you will find that CyberSource has placed the transaction in error status. Your account will not be credited with the funds until you “settle” the error. Here’s how to proceed with an error type 230 decline:

  • Sign in to the Business Center.
  • Change “General Search” to “Search for reply,” then choose “CVN Mismatch.” Change the “Date Range” as needed. This search will reveal any orders that have been declined because of an incorrect CVN.
  • Click on each declined transaction to settle it.
  • To obtain the correct CVN code, check to see if the person who entered the incorrect CVN number might have entered another transaction successfully with a correct CVN number. Otherwise, contact the cardholder to obtain the correct CVN code.
Settle “hard” declines for “error 203”

A declined transaction will show up as red and black in the Business Center, and the reason for the error code can be located at the top of the detail transaction. When you receive what CyberSource categorizes as a “hard” decline (error type 203), call the bank to obtain a verbal authorization. Then proceed as follows:

  • Click on the specific transaction.
  • Enter the authorization code.
  • Contact VPF's merchant services team for assistance if you do not have your Merchant ID# or your Amex/Discover MID# (supplied on your bank statements).
  • If you need a verbal authorization, use the “verbal authorization” line for the card in question (Visa, MasterCard, American Express, or Discover). Have the following information ready:

 

MasterCard and Visa
800-944-1111
Bank#: 036600
Merchant ID #
Customer’s Credit Card #

 

American Express
800-528-2121
American Express SE (MID)#
Merchant ID#
Customer’s Credit Card #

 

Discover
800-347-1111
Discover SE (MID) #
Merchant ID #
Customer’s Credit Card #

Recover a forgotten password

Lost your CyberSource password? Contact VPF's merchant services team, and explain your problem. If you have misplaced your password for TrustKeeper, go to the TrustKeeper home page and click on the link “I forgot my password.” Make sure to have your merchant name and username handy.

The Details

Resolve “soft” declines for “error 230”

When a customer enters an incorrect Card Verification Number (CVN) code (error type 230), CyberSource categorizes that charge as a “soft decline.” The order will appear to be successful to the customer when he or she is processing the transaction. When you review the CyberSource Business Center later, however, you will find that CyberSource has placed the transaction in error status. Your account will not be credited with the funds until you “settle” the error. Here’s how to proceed with an error type 230 decline:

  • Sign in to the Business Center.
  • Change “General Search” to “Search for reply,” then choose “CVN Mismatch.” Change the “Date Range” as needed. This search will reveal any orders that have been declined because of an incorrect CVN.
  • Click on each declined transaction to settle it.
  • To obtain the correct CVN code, check to see if the person who entered the incorrect CVN number might have entered another transaction successfully with a correct CVN number. Otherwise, contact the cardholder to obtain the correct CVN code.
Settle “hard” declines for “error 203”

A declined transaction will show up as red and black in the Business Center, and the reason for the error code can be located at the top of the detail transaction. When you receive what CyberSource categorizes as a “hard” decline (error type 203), call the bank to obtain a verbal authorization. Then proceed as follows:

  • Click on the specific transaction.
  • Enter the authorization code.
  • Contact VPF's merchant services team for assistance if you do not have your Merchant ID# or your Amex/Discover MID# (supplied on your bank statements).
  • If you need a verbal authorization, use the “verbal authorization” line for the card in question (Visa, MasterCard, American Express, or Discover). Have the following information ready:

 

MasterCard and Visa
800-944-1111
Bank#: 036600
Merchant ID #
Customer’s Credit Card #

 

American Express
800-528-2121
American Express SE (MID)#
Merchant ID#
Customer’s Credit Card #

 

Discover
800-347-1111
Discover SE (MID) #
Merchant ID #
Customer’s Credit Card #

Recover a forgotten password

Lost your CyberSource password? Contact VPF's merchant services team, and explain your problem. If you have misplaced your password for TrustKeeper, go to the TrustKeeper home page and click on the link “I forgot my password.” Make sure to have your merchant name and username handy.

Did You Know?

MIT has a custom data repository that includes all merchant transaction information. Visit the MIT CyberSource reporting portal to learn more.
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