An end customer is getting an Address Verification Service (AVS) failed error. How can this be resolved?

AVS looks at the end-customer’s street address and postal code, so the end-customer needs to be extra careful to ensure those match perfectly. The AVS decline details is shown in our UI and it is in the transaction API payload under .data.user_dat…

How do international customers provide a valid address if the merchant only allows entry of US addresses?

If a merchant requires a US address and customer does not have one, they will not be able to use their card with that particular merchant.

How can a customer pass AVS if they have different shipping and billing addresses?

AVS only uses 1 address. If legal address is populated, it is used. If not, shipping address is used.

What should I do if an end customer has not received their card shipment in the expected timeframe?

We encourage you to pass the tracking number onto the end-customer so they can track where the package is. If there is an issue with delivery, you can reach out to Synctera support and we can follow-up with our partner, Arroweye, to check for any up…

Can an end-customer cancel a card shipment? If so, how?

You can reach out to Synctera Support on the end-customer’s behalf. We will then contact the card provider to attempt to cancel the shipment. The provider can typically pull the shipment for an additional fee, which the end-customer will have to pay…

Can a end-customer change their shipping address after a card request has been made? If so, how? Who should be contacted?

You can reach out to Synctera Support on your end customer’s behalf. We will then contact the card provider to attempt to change the shipping address. The provider can typically make the adjustment for an additional fee, which the end-customer will …

How are merchant processors for merchants displayed in transactions?

In the Synctera console, we display merchant processors with an astrerick as following: PP * = PayPal SQ * = Square/Block VENMO* Cash App* SQ * - Square/Block PRICELN * FS * - FastSpring”

How can an end customer dispute a card transaction?

The end-customer should contact their issuing cards bank if they would like to dispute a card transaction.

Can purchases settle for an amount larger than the amount that was authorized?

Yes, some charges (e.g. restaurant bills with tip) typically settle for a larger amount.

How do ATMs and ATM fees work at Synctera?

ATM fees are typically charged by the ATM owner/operator. As our partner banks typically don’t own/operate ATMs, all ATM transactions will have fees until we offer surcharge free ATMs. ATM fees vary, typically between 1.5 and 3% depending on the…

Can card orders be shipped internationally?

Yes they can be.

Can cards be shipped to PO boxes?

It is possible from our end, but it depends on your policy as our customer.

An end-customer is unable to add a card to their Apple/Google Wallet, what is the reasoning behind this and how can this be resolved?

Mastercard, Apple, and/or Google can decline a customer’s ability to add their debit or credit card to their digital wallet. This occurs when the entities believe the fraud risk of the individual is higher than their threshold. Apple / Google Pay…

What should I do if an end-customer uploads incorrect external card information to the platform, and Tabapay declines eligibility for AFT/OCT?

You can delete the card and recreate it with correct info.

How can I get more information on the reasons behind a declined AFT/OCT case?

Transaction declined: TabaPay returns a response on the transaction, but this response is an ERROR status caused by an unknown error Transaction declined by processor: TabaPay does not return a response on the transaction, but rather returns a cer…

What is the process to reverse a card transaction that has already been created?

A posted transaction should be negated by either refunds by the merchant (end-customer takes it up with the merchant) or through a dispute.

What are the possible errors I might get when attempting to issue a card for an end customer?

There are myriad of reasons. The list is always subject to change. In general, HTTP 400-499 are client side errors, that require you to remediate before reattempting the request. 500-599 constitutes server side errors, that can be retried later. …

How can I customize end customer spending limits?

If you wish to customize your spending limits before launching, you should contact Synctera’s Implementation and Onboarding team. However, if you wish to change these limits post-launch, you should contact our Synctera’s Risk and Compliance team.

Can an end-customer fund their card through an instant deposit with a payment app (Paypal, Venmo, etc) without declines?

Yes, an end-customer can add their card to another payment app, and initiate a push of funds to the card from that app.

What is a contactless card?

A contactless is any card that has the “Tap feature” enabled, allowing you to make purchases by simply tapping the card at the card terminal.

Is there a limit for the number of contactless transactions that can be made in a day?

The number of contactless transactions that can be made fall under the same limit as the card limits.

The contactless feature on an end customers card is not working. How can this be resolved?

If the end-customer has tried the card at multiple different POS terminals and the contactless feature is still not working. They can try inserting the card or using the magnetic strip to make purchases. If they would like to use the contactless f…