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  • Credit Card Decline Code 85 (and what to do about it)

    Credit Card Decline Code 85 (and what to do about it)

    Have you ever had a customer’s credit card decline, even though they insist there’s no issue with their account? Chances are, you’ve encountered a credit card decline code.

    These codes are the payment processor’s way of telling you why a transaction didn’t go through. While some codes are straightforward, others can leave you scratching your head.

    One of the most common and perplexing decline codes is 85: No Reason to Decline. In this post, we’ll dive into what this code means and what to do when it pops up, so you can minimize lost sales and keep your customers happy.

    TOO MANY DECLINES? WE CAN HELP!

    What does decline code 85 mean?

    Decline code 85 is like the black box of credit card declines. It’s the code that gets spit out when the payment processor can’t quite put its finger on why the transaction was declined. Officially, it stands for either “No Reason to Decline” or “Issuer System Unavailable, depending on who you ask.

    In plain English, it means that something went wrong, but the system isn’t sure what.

    Think of it as the payment processor’s way of saying, “I don’t know, man. It just didn’t work.” It’s a catch-all code that gets used when the exact reason for the decline is unclear.

    More often than not, it indicates a temporary communication error between the merchant (that’s you) and the issuer (the customer’s bank). Maybe the issuer’s system is taking a coffee break, or there’s a glitch in the matrix. Whatever the reason, the payment processor is left shrugging its shoulders.

    OPEN A BACKUP TO AVOID LOST SALES

    Reasons You Might See Decline Code 85

    While the code itself is a catch-all, there are still a few common reasons why it comes up.

    Issuer’s System is Snoozing

    One of the most common reasons you might see decline code 85 is because the issuer’s system is down or unavailable at the moment.

    Maybe they’re running updates, or perhaps they’re dealing with a technical issue. Whatever the reason, if the issuer’s system isn’t responding, the payment processor won’t be able to get a clear answer on whether to approve or decline the transaction. So, it throws up its hands and gives you code 85.

    Network Connectivity is Playing Hide and Seek

    Another potential culprit behind decline code 85 is temporary network connectivity issues. If the payment processor can’t establish a stable connection with the issuer, it won’t be able to complete the transaction.

    This could be due to anything from a wonky Wi-Fi signal to a temporary outage on the issuer’s end. Until the connection is restored, you’re stuck with code 85.

    Issuer is Being Mysterious

    Sometimes, decline code 85 pops up because of an unspecified issuer error without a clear reason. In other words, the issuer knows something’s wrong, but it’s not telling the payment processor what it is.

    Maybe there’s an issue with the customer’s account, or perhaps there’s a problem with the issuer’s fraud detection system. Whatever the reason, the issuer is holding its cards close to its chest, leaving you and the payment processor in the dark.

    AVOID DECLINE CODE 85 WITH A BETTER PAYMENT PROCESSOR

    What to Do When You See Decline Code 85

    The first thing to do when you see code 85 is don’t panic. This is a common issue, and there are a few steps you can take to try and resolve it.

    Give it a Minute and Try Again

    When you see decline code 85, the first thing you should do is wait a minute or two and then retry the transaction.

    In many cases, the issue is temporary and will resolve itself within a short time. Maybe the issuer’s system just needed a quick power nap, or perhaps the network connectivity issue sorted itself out. Whatever the reason, giving it a brief rest and then trying again is often all it takes to get the transaction to go through.

    If you’re confident in the sale, you can send a confirmation of the transaction to the customer and retry the payment after a short period. That way, the customer doesn’t think anything fishy is happening with your store.

    Ask for a Different Payment Method

    If retrying the transaction doesn’t work, your next step is to ask the customer if they have a different payment method they can use. Maybe they have another credit card in their wallet, or even crypto.

    By offering alternative payment options, you can still salvage the sale and keep the customer happy.

    Have the Customer Contact Their Bank

    If the customer doesn’t have another payment method available, or if you’ve tried multiple cards and keep getting decline code 85, it’s time to bring in reinforcements.

    Have the customer contact their issuing bank directly to see if there’s an issue with their account. The bank may need to resolve a fraud alert, lift a temporary hold, or address some other account-related problem before the transaction can go through.

    Route the Transaction Through a Backup Payment Processor

    You can also try routing the transaction through a backup payment processor. This won’t always work, especially if the issue is on the issuer’s end, but it’s worth a shot.

    Some payment processors have more robust connections or advanced retry logic that may be able to push the transaction through despite the initial decline.

    TAKE ACTION AGAINST DECLINES AND SAVE THE SALE

  • How to Ensure Your Merchant Account Application Is Approved

    How to Ensure Your Merchant Account Application Is Approved

    Any business that wants to accept credit and debit card payments needs a merchant account. Without one, you can’t accept payments.

    In this blog post, we’ll guide you through the essential steps to increase your chances of merchant application approval.

    START YOUR MERCHANT ACCOUNT APPLICATION

    Is your product or service clear and understandable?

    “What are you selling?” Can you answer this question confidently and can someone visiting your website tell without question?

    When applying for a merchant account, clearly convey what you’re selling on your website. Merchant account providers need to understand your product or service offerings without hesitation. If they can’t quickly grasp what you’re selling, they’ll likely decline your application automatically.

    Unclear product or service descriptions can lead to confusion and mistrust among potential customers and merchant account providers. This lack of clarity may suggest that you’re trying to hide something or engage in fraudulent activities. As a result, your application will be rejected, and you’ll miss out on the opportunity to process card payments.

    To make your offerings easily understandable, follow these tips:

    1. Use clear, concise language to describe your products or services
    2. Include high-quality images or videos that showcase your offerings
    3. Provide detailed descriptions, including features, benefits, and specifications
    4. Display pricing information prominently and transparently
    5. Organize your products or services into easily navigable categories

    By implementing these strategies, you’ll demonstrate transparency and professionalism to both potential customers and merchant account application reviewers. This clarity will increase your chances of getting approved for a merchant account and help you build trust with your target audience.

    BEGIN YOUR MERCHANT JOURNEY

    What is the risk level of your product?

    Determine your business’s risk level before applying for a merchant account. High-risk businesses face more challenges when seeking approval, as they are more likely to experience chargebacks, fraudulent transactions, or legal issues.

    Factors that can make a business high-risk include:

    1. Operating in a highly regulated or controversial industry
    2. Selling products or services above $1000
    3. Dramatic fluctuations in sales or scaling too quickly
    4. Offering subscriptions
    5. Being a new business without an established processing history

    Examples of high-risk industries include adult entertainment, cannabis-related businesses, online gambling, and subscription-based services.

    Apply to the right type of merchant service provider based on your business’s risk level. High-risk businesses should seek out providers that specialize in working with their specific industry or risk level (like DirectPayNet).

    By accurately assessing your business’s risk level and applying to the appropriate merchant service provider, you’ll increase your chances of getting approved for a merchant account and setting your business up for success.

    GET PAYMENT PROCESSING FOR YOUR HIGH-RISK BUSINESS

    Is your website ready?

    Before submitting your merchant account application, ensure your website is ready for review. A complete website is essential for demonstrating the legitimacy and professionalism of your business.

    Key elements of a complete website include:

    1. Clear navigation and user-friendly design
    2. Detailed product or service descriptions
    3. High-quality images or videos showcasing your offerings
    4. Contact information and customer support details
    5. Terms of service and privacy policy
    6. A functional checkout page, even if your website isn’t live yet

    Include a checkout page that showcases your payment process, even if it’s not fully functional. This allows the reviewer to understand how you plan to handle transactions and customer information. If your website isn’t public yet, provide the reviewer with a password or access link so they can thoroughly evaluate your site.

    Submitting an application with an incomplete website can have severe consequences. Reviewers will likely decline your application if they can’t fully understand your business or see that your website is unprofessional or unfinished.

    HAVE QUESTIONS? WE CAN HELP!

    Are you on MATCH or TMF?

    When applying for a merchant account, disclose if your business is on the MATCH (Member Alert to Control High-Risk Merchants) or TMF (Terminated Merchant File) lists. These lists serve as a database of high-risk merchants that have had their accounts terminated by acquiring banks or payment processors due to excessive chargebacks, fraudulent activities, or other violations.

    Being on the MATCH or TMF list can significantly impact your ability to secure a new merchant account, as most providers will automatically decline your application.

    Therefore, it’s important to be upfront about your inclusion on these lists when applying for a new account. Failing to disclose this information can lead to immediate termination of your account if the provider discovers it later, further damaging your reputation and ability to process payments.

    To check if you’re on the MATCH or TMF list, contact your previous merchant account provider or acquiring bank and inquire about the reasons for your account termination. They can confirm whether they reported your business to the MATCH list and provide insights into the specific violations that led to the decision.

    If you find yourself on the MATCH or TMF list, seek out high-risk merchant account providers that specialize in working with businesses in your situation. These providers have experience navigating the challenges associated with high-risk industries and are more likely to approve your application.

    WE SERVE MATCH MERCHANTS

    Have you filed for bankruptcy?

    Be upfront about any past bankruptcies when applying for a merchant account. Merchant account providers view bankruptcies as a red flag, indicating financial instability and increased risk.

    Failing to disclose past bankruptcies can lead to immediate rejection of your application or termination of your account if the provider discovers the omission later. This lack of transparency can damage your reputation and make it even more challenging to secure a merchant account in the future.

    Some merchant account providers specialize in working with businesses that have a history of financial challenges, including bankruptcies. These providers understand the unique circumstances surrounding bankruptcies and are more willing to take on the associated risks.

    To find providers that work with merchants who have declared bankruptcy, research high-risk merchant account providers and read their terms and conditions carefully. Look for providers that explicitly state their willingness to work with businesses that have a history of bankruptcy.

    You may also consider reaching out to these providers directly to discuss your situation and gather more information about their requirements and processes.

    FILED FOR BANKRUPTCY AND NEED A MERCHANT ACCOUNT?

    Do you have a low credit score?

    Consider your personal and business credit scores when applying for a merchant account. Merchant account providers use credit scores to assess the financial stability and risk level of your business. A low credit score may indicate poor financial management, increased risk of default, or a higher likelihood of chargebacks.

    If you have a low personal or business credit score, merchant account providers may view your application as high-risk and be more hesitant to approve it.

    However, having a low credit score doesn’t mean you can’t secure a merchant account. Some options are available for merchants with less-than-perfect credit:

    1. High-risk merchant account providers: These providers specialize in working with businesses that have low credit scores or other risk factors. They may offer more flexible underwriting criteria and be more willing to approve your application.
    2. Payment service providers (PSPs): PSPs like PayPal, Stripe, or Square often have more lenient requirements for credit scores. While they may not offer the same level of customization or support as traditional merchant account providers, they can be a good starting point for businesses with low credit scores.
    3. Secured merchant accounts: Some providers may offer secured merchant accounts, which require you to put down a security deposit to mitigate the risk associated with your low credit score. This deposit can be used to cover potential chargebacks or losses.
    4. Improving your credit score: If possible, take steps to improve your personal and business credit scores before applying for a merchant account. This may include paying down debts, disputing errors on your credit report, and maintaining a positive payment history.

    By understanding the impact of your credit score on merchant account approval and exploring the options available for merchants with low scores, you can increase your chances of securing a merchant account and growing your business.

    OPEN A MERCHANT ACCOUNT WITH BAD CREDIT

    Are you low on funds in your bank account?

    Ensure you have sufficient funds in your bank account when applying for a merchant account. Merchant service providers check your bank account balance to assess your financial stability and ability to cover potential chargebacks, refunds, and fees.

    A healthy account balance demonstrates that you have the resources to manage your business’s financial obligations and mitigate risks associated with payment processing.

    If your bank account balance is low, consider using temporary solutions like Stripe or PayPal to build your processing history. These payment service providers have more lenient requirements and can help you establish a track record of successful transactions.

    By demonstrating a consistent volume of sales and a low chargeback rate, you can prove your business’s viability and improve your chances of approval for a traditional merchant account in the future.

    Once you’ve built a strong processing history using temporary solutions, leverage this information when applying for a merchant account. Provide detailed records of your transaction volume, chargeback ratio, and overall financial health to showcase your business’s stability and low-risk profile.

    This processing history can be a powerful tool in convincing merchant account providers to approve your application, even if your bank account balance is not as high as they typically require.

    OPEN A HIGH-RISK MERCHANT ACCOUNT TODAY

  • How to Respond to Negative Reviews on Your Shopify Store

    How to Respond to Negative Reviews on Your Shopify Store

    No matter how good or how unique your product is, your entire business can be ruined by negative reviews.

    Luckily, negative reviews can be flipped around and become a powerful marketing tool. Here’s how you should respond to negative Shopify reviews (even the worst of the worst).

    SECURE YOUR SHOPIFY STORE WITH A BACKUP PAYMENT SOLUTION

    Embrace Negative Reviews as Golden Opportunities

    Don’t fear negative reviews – embrace them! These reviews are brimming with actionable insights to take your products and customer experience to the next level. Treat each one as free consulting from the people who matter most – your customers.

    Negative reviews also show that you’re a transparent, authentic brand. Shoppers are savvy and a profile full of only glowing 5-star reviews looks suspicious. A few less-than-perfect reviews establish trust that you’re a legitimate business with integrity.

    Customers rely on reviews to make purchase decisions, and 85% specifically seek out negative reviews. So you want a healthy mix of positive and negative.

    The key is to approach negative reviews with an opportunistic mindset. Each one is a golden ticket to engage unhappy customers, remedy issues, demonstrate responsiveness, and improve your offerings. So don’t dread the occasional 1-star review – be grateful for them and put them to work making your Shopify store the best it can be. Negative reviews are often blessings in disguise.

    DON’T LET NEGATIVE REVIEWS RUIN YOUR BUSINESS

    Respond Quickly and Empathetically

    Responding to negative reviews is an opportunity to shine. You get to turn an unhappy customer around while demonstrating to others that you are responsive, empathetic and solutions-oriented.

    Set Up Alerts for Rapid Response

    The faster you respond to negative reviews, the better. Set up notifications so you know the moment a less-than-stellar review comes in. This allows you to rapidly reach out to the customer and start making things right.

    Quick responses show you’re on top of your customer service game.

    Lead with Empathy and Acknowledgment 

    When crafting your response, put yourself in the customer’s shoes. Acknowledge their frustration and make it clear you understand why they are upset. Use their name and refer to the specific details they mentioned.

    This personal touch shows you are listening and that their concerns matter to you. Avoid generic copy-paste replies that come off as insincere.

    Stay Calm, Positive and Focused on Solutions

    Even if the review seems unfair, don’t get defensive or lash out. Keep your tone professional, understanding and non-argumentative.

    Remember, your response is public and you want to show other potential customers that you handle issues gracefully. Focus the conversation on finding a solution. Explain how you will make things right or what you will improve based on their feedback. Show your commitment to their satisfaction.

    KEEP YOUR SHOPIFY STORE RUNNING SMOOTHLY

    Move the Conversation

    In your public reply, include a personal email address or direct link to your support system. Invite the customer to connect with you there to discuss the issue in more detail.

    This takes the conversation out of the public eye and into a one-on-one setting where you can better understand and address their concerns.

    By moving the discussion to a private channel, you avoid a prolonged negative exchange in the reviews section. This keeps your review profile focused on feedback rather than becoming a customer service forum.

    If the issue is complex or the customer is very unhappy, a private conversation is much more constructive.

    Once you’ve connected with the customer privately, work with them to thoroughly resolve their issue. After reaching a solution, follow up to confirm they are satisfied with the outcome. Encourage them to update their review to reflect the positive resolution. This follow-up demonstrates your commitment to making things right.

    PROTECT YOUR SHOP FROM FRAUD

    Make Things Right for the Customer

    Making things right is not just about appeasing one unhappy customer. It’s an opportunity to demonstrate your commitment to quality and satisfaction to all potential customers.

    So pull out all the stops to fix issues, and proactively address any widespread problems. Then leverage your stellar service by encouraging updated reviews.

    Go Above and Beyond to Fix Issues

    When a customer takes the time to write a negative review, go the extra mile to resolve their issue. Whether it’s a problem with the product, shipping, billing or something else, do whatever it takes to make it right.

    Replace defective items, upgrade shipping, issue refunds, offer discount for their next purchase – spare no effort to turn their experience around. Show them you truly value their satisfaction.

    Address Widespread Problems at the Source

    If you notice the same issue popping up in multiple negative reviews, take swift action to fix the underlying problem. Don’t just placate individual customers – make operational changes to prevent further occurrences.

    Switch to more reliable suppliers, overhaul your packaging, streamline your processes. Demonstrate that you take feedback seriously and use it to continuously improve.

    Encourage Updated Reviews After Resolution

    Once you’ve resolved a customer’s issue, ask them to update their review to reflect the positive outcome. Most customers are happy to do this if you’ve fully addressed their concerns. Reach out with a personal message thanking them for their patience and feedback, and politely request they share the resolution in their review.

    Updated reviews show you are responsive and effective at making things right.

    POWER UP YOUR SHOPIFY BUSINESS

    Use Negative Reviews to Your Advantage

    Negative reviews are only a disadvantage if you ignore them. By proactively analyzing them for improvement opportunities, showcasing your responsiveness, and even having some fun with the more outlandish ones, you flip the script.

    Analyze Reviews to Identify Improvements

    Negative reviews are a gold mine of opportunities for improvement. Dig into them to identify patterns and recurring issues.

    Are there consistent complaints about product quality, shipping times, or customer service? Use this feedback to pinpoint areas where you can enhance your offerings and processes. Regularly analyzing negative reviews keeps you attuned to your customers’ evolving needs and expectations.

    Update Responses When You Make Changes

    When you make improvements based on review feedback, go back and update your responses to those reviews. Thank the reviewer for bringing the issue to your attention and explain the changes you’ve implemented.

    This shows you are listening, responsive, and committed to constant improvement. It also demonstrates to potential customers that you value feedback and use it to better your business.

    Get Creative with Extreme Reviews

    Occasionally, you may receive an over-the-top negative review that’s more humorous than helpful.

    While you should still attempt to resolve the issue, you can also have some fun with these reviews in your marketing. Highlight the most bizarre or extreme comments in social media posts or email newsletters, and offer a tongue-in-cheek promotion related to the reviewer’s complaint. This shows you can take criticism in stride and have a sense of humor about your business.

    Negative reviews, no matter how bad, can be a truly powerful marketing tool. Don’t let negative reviews pile up unanswered, and don’t let the same complaint overrun your customer service team. Keep responding, keep improving, keep scaling.

    SCALE YOUR SHOPIFY STORE TODAY

  • StripeShutMeDown! How to Recover and Keep Your Business Running

    StripeShutMeDown! How to Recover and Keep Your Business Running

    You wake up one morning, excited to check your Stripe account and see the latest sales figures, only to find a gut-wrenching email stating that your account has been terminated.

    Panic sets in as you realize your primary payment processor is no longer available, putting your entire business at risk. Sound familiar? You’re not alone.

    Too many people are searching “stripeshutmedown” in an effort to find a solution to their once profitable store. Let’s not waste any more time and get right into it.

    AVOID STRIPE SHUTDOWNS PERMANENTLY

    Too Common Devastating Stripe Shutdown Scenarios

    There are many scenarios where stripeshutmedown comes into play, but there are two categories we can file them all under. Here are two examples:

    The High-Risk Merchant

    John runs an online store selling CBD products. Despite his best efforts to maintain a low chargeback ratio and provide excellent customer service, Stripe deems his business high-risk and shuts down his account without warning.

    Not knowing what constitutes a high-risk merchant nor being familiar with his merchant category code(s), John is left scrambling to find a new payment processor. Not only is he worrying about the funds Stripe is withholding, but also how to get his store back up and running.

    The Unexpected Termination

    Sarah’s e-commerce store has been running smoothly for years, with a steady stream of sales and happy customers. Recently, her store has had a sudden burst in sales, doubling her normal monthly volume.

    Out of the blue, she receives an email from Stripe stating that her account has been suspended with no reason stated. Despite having no history of fraudulent activity, Sarah is now facing the daunting task of finding a new payment processor to keep her business scaling and losing access to her hard-earned money.

    SOUND FAMILIAR? WE CAN HELP!

    Your 3-Step Plan to Recover from a Stripe Shutdown

    If you find yourself in a similar situation, don’t panic. Follow these three steps to get your business back on track.

    1. Open Another Account with a Popular Payment Aggregator

    While it may be tempting to put all your eggs in one basket, you need to have a backup plan.

    Open an account with PayPal, Shopify Payments, or Square. These popular payment aggregators can help you continue processing transactions while you work on a long-term solution.

    NOTE: These are payment aggregators, NOT payment processors. What’s the difference? An aggregator or payment facilitator or 3rd-party payment service provider (they all mean the same thing) doesn’t give you a merchant account. These services have their own merchant account and then give you a sub account within their own.

    The positive thing is that you get setup really quickly and can start operating within 24 hours. The downside is that they are highly risk averse, meaning they can shut you down in an instant.

    2. Find Your Merchant Category Code and Apply for a Real Merchant Account

    Determine your merchant category code (MCC) and start researching payment processors that specialize in your industry.

    High-risk merchants may need to work with specialized payment processors that understand their unique challenges. Applying for a real merchant account will provide more stability and support than relying solely on third-party processors like Stripe.

    You may fall under several MCCs. Don’t try to cheat and use a low-risk one because it won’t work out in your favor. Instead, compare and contrast the codes you do fall under to see what the going rate are between them. You cannot change your merchant category code once your account is open.

    3. Contact Stripe Support and Request a Partial Refund

    If Stripe is withholding your funds, don’t be afraid to advocate for yourself. Contact Stripe support via email and direct mail, explaining your situation and requesting the release of 50% of your funds.

    Be persistent and professional in your communication, and don’t give up until you receive a satisfactory response. If your negotiation is 50% of what they’re holding, they’re more likely to give in. Stripe doesn’t usually need all of your funds, but they do need enough to cover fees, returns, refunds, chargebacks, etc.

    You won’t get 100% of your funds right away, so don’t go in with that expectation.

    CONNECT WITH A PAYMENT PROCESSOR THAT SUPPORTS YOUR BUSINESS

    Don’t Let a Stripe Shutdown Derail Your Business

    A stripeshutmedown situation can be a devastating blow to any business, but it doesn’t have to be the end of the road. By acting quickly and following these three steps, you can minimize the impact on your operations and get back to serving your customers.

    Remember, diversifying your payment processing options and having a solid backup plan can help you weather any storm. Don’t wait until it’s too late – start exploring your options today and protect your business from the unexpected.

    APPLY FOR YOUR NEW PRIMARY PAYMENT SOLUTION