#Guillaume - currency decline
lone whale
I can check in to this and make a feature request if possible. I'm not immediately sure if this can be done, it is possible that the banks just tell us transaction_not_allowed and don't pass specific information back on why they turned down the transaction. Do you have the ID of a charge like this?
indigo topaz
Yes, I have several.
It's all from the Santander bank in Brazil.
They always refuse charges in BRL, but if I send invoices in USD to these customers, they are able to pay using the same card.
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pi_3L5BTCEib9TdzxSq0mscxcof
pi_3L1bRCEib9TdzxSq0KnG8Syr
pi_3L0B8vEib9TdzxSq0I3B6vBL
For some reason this bank refuses BRL charges from US businesses, but accepts USD. Which is strange to me, but who knows what kind of weird regulations they have in Brazil. The point is, the bank knows that this is the issue, because they actually tell the customer this:
"purchase on the XXXX card refused, redo the transaction with the currency of the country you are buying and not in Reais".
So if they know the currency is an issue, they could potentially communicate this to you.
I think this may an issue with other banks as well. I'm losing sales right now, even though I thought I would be getting more by charging in my customers' local currencies... 😦
lone whale
Hey, just letting you know the server has been pretty busy. I will be able to check in to this but it may still be a bit before I can really look
indigo topaz
No problem! 🙂
lament shuttle
@indigo topaz banks can decline charges for many reasons. this is something you will need to ask your customers to discuss directly with their bank unfortunately. You an also raise this to our support team https://support.stripe.com/contact/email but we can't investigate declines on your accounts here
indigo topaz
I've already tried emailing the support team but they just redirected me to the docs. I am providing this info to you so that you can make your service better. Right now you are losing sales unnecessarily.
I'm not gonna chase after very single decline. No one has time for that.
lament shuttle
I understand but this isn't really something we can help with. And there's not a way to ask all banks worldwide to return a new decline code for this use case. We already have decline codes of that shape and banks are the ones deciding how to respond to a payment
indigo topaz
What shape? I see no decline_code related to currency.
So anyways, I think this is probably something you should look into, cause if it's happening to me, it must be happening a lot on your network. I understand if this is not an easy issue to deal with.
For now I'll just look for the transaction_not_allowed and offer the customer a way to switch currencies.
lament shuttle
https://stripe.com/docs/declines/codes has currency_not_supported
indigo topaz
Which is not what I'm getting in this case.
lament shuttle
it's on the bank to decide to use it and tell us. There are standardized decline codes between banks. Just in this case the bank didn't use it, they just said the transaction was blocked
it's up to every individual bank to make those decisions, that's all I'm explaining
indigo topaz
cause their card does support BRL, just not for US businesses.
Right, I understand.
Ok, well I'll figure out a workaround. Thanks for the clarifications!
lament shuttle
Sure thing! I'd still recommend having your customers talk to their bank! That's what works best as banks listen to their own customers 🙂
indigo topaz
Will do!