Q: I have used one of the action buttons, but the action failed. Why?
A: There can be many reasons why an action failed. You have the opportunity to add the “Decline reason”-column in your transaction list, which will provide you with a reason why the transaction failed. The most common decline reasons are:
Something went wrong when the different systems tried to communicate with each other. Please repeat your previous action.
3D Secure failed
With this reason your consumer has done something wrong in the 3D Secure authentication process. The consumer needs to make a new purchase.
If you have signed a DIBS Account contract, you may experience that a refund is declined. This event will happen if you do not have sufficient funds on your current balance. When you have sufficient funds, you can repeat the action. Alternatively, you can do a bank account transfer to your customer’s bank account.
When communicating with the acquirer, we receive an acquirer response code. You will find the code by adding “Acquirer response code”-column in the transaction list. DIBS might be able to help converting the acquirer response code to something useful. Please call Customer Care.
Something went wrong when DIBS’ different systems tried to communicate with each other.