If your website (built in magento) and you are using the Peach payments Fontera module, then your website handles 3DSecure directly with bankserv.
Advantage : improves your transaction conversion rate and keeps transaction costs down, since a transaction is not submitted to us for billing, should 3DSecure fail.
Because of this if a transaction fails due to a 3DSecure authentication failure, the transaction is declined by your system and not passed to our systems for billing - this also means we do not get a record of the transaction on our systems
In order for us to assist you with finding out what the reason for the decline may be, we need more information from your system :
REQUEST THE FOLLOWING FROM YOUR CUSTOMER BEFORE CONTACTING SUPPORT
- Customer card bin number (first 6 digits of card)
- Did the customer view their bank's 3DSecure page (this is where they enter their OTP)
- Did the customer receive OTP (this is sent from the customer's bank to their phone or email)
- Has the customer transacted online before with this card
Plugin extension information : http://www.fonteraworkshop.com/extensions/peach-payment-responsive.html