Why was a payment blocked or put in review?
Short answer
A rule looked at the payment before it reached the bank. A block refuses it, and a review lets it through and asks someone on your team to look at it under Risk.In this article
Blocked or flagged
A payment’s page says what the rules decided:
| On screen | What happened |
|---|---|
| Passed | No rule objected. |
| Flagged for review | The payment went ahead, and a rule asked for someone to look at it. |
| Blocked | A rule refused the payment before the bank was asked. No money moved. |
Your customer is told "This payment can't be completed. Please contact the business." They are not told why, so that someone testing a stolen card learns nothing.
Look at a review
Open Risk. Reviews lists the payments that need a look, with the reason the rule gave. For each one:
- Approve and keep, if you are happy it was a real customer.
- Refund in full, if you think it was not. Say why in at least ten characters. Our fee comes back in proportion, unless your rate keeps it, and it cannot be undone.
Nothing is waiting on you: the money has been taken either way.
Our rules
Every business has these, in Test mode and live alike, and you cannot switch them off:
- Five payment attempts from one email in an hour: blocked.
- Three declined attempts from one email in a day: review.
- Ten payment attempts from one IP address in a day: review.
- Payments of 500000 or more in minor units, which is BZ$5,000 or US$5,000: review.
To let a particular customer past our rules, put them on your allow list. Set up risk rules and block lists explains how.