Mastercard Working Session on Cardholder-Facing Declines



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Issuers are spending a lot of money and resources managing calls into their call centers when an order is declined by a merchant, even though it was never sent to the issuer.

The messages to cardholders from merchants are often generic, such as, “Your order has a problem.” This results in the cardholder contacting their issuer, even though that issuer has no information about the order as they never received the transaction.

This session covers:

  • Mastercard’s overview of the problem
  • The issuer’s perspective, their associated costs, and the negative impact to customer experience
  • Merchants who have implemented response codes effectively
  • Challenges from a merchant’s perspective on getting excessively descriptive on decline responses
  • Proposed solutions/ideas/strategies