Card payment troubleshooting

What is in this section

General

UK Based Cards

Non-UK Based Cards

What happens next

VISA or my card supplier said the money has left my account

Declined by Bank

General

Every credit or debit card payment processed through our website has to pass through a security screening check. Before any payment release is actioned our system checks that the name and address given by you during the booking process matches the name and address that the card has been registered to.

When there is a mismatch our system fails the payment request and although VISA or Mastercard may authorise the release of the payment we do not take it and you will see a message of ‘Vendor based rule failure’ as we, the vendor, have set security rules to minimise the risk of stolen cards or unauthorised persons using a card to make payment.

UK Based cards

On many occasions when you see the error message ‘Vendor based rule failure’ it may have been caused by something as simple as a small difference in how the address is formatted. For example we may have Flat 2/1, George Street on the booking system and the card supplier may have registered you to 2/1 George Street. We do use the Post Office database to auto-populate addresses as part of the booking process and as long as your card supplier or bank has also used this there shouldn’t be any mismatch.

Non-UK Based cards

Many non-UK based card suppliers don’t recognise our security filters and our system automatically rejects the payment request with an error of ‘Vendor based rule failure’ as we, the vendor, have set security rules to minimise the risk of stolen cards or unauthorised persons using a card to make payment.

What happens next

On all occasions we will make contact to take payment over the phone or arrange a suitable time when we can switch some of our filters off to allow your online payment to be processed.

VISA or my card supplier said the money has left my account

Your card supplier may tell you this but we will not have received your payment. Instead what they will have done is created a shadow payment as we did not complete the payment request due to the vendor based rule failure. What happens in most cases with shadow transactions is your card supplier deducts the funds from your available balance and holds these in a suspense account. Our system is not able to request these held accounts even if the card supplier authorises release. You will need to try to make payment again after you have been in touch with us.

Declined by bank

Usually this would be for one of two reasons.

  1. There aren’t enough clear funds available to cover the amount we have requested.
  2. The bank, or card issuer, has put a block on a payment request from us. This can be following failed attempts to process payment on one or more occasions due to the vendor based rule failure or security rules your card issuer have set.

On occasions that card payments are denied we are unable to contact your bank or card issuer to request payment directly or to ask them to remove any block on subsequent payment requests. The process our online payment system uses is to request payment with the bank either releasing funds at that time or denying the request. There are no further processes available to us to request payment.

Related subjects

PCI (payment card industry) compliance

Privacy policy

Terms & Conditions

Online payments