Declined payments on equipment (CCUT)

The customer's payment card isn't charged until the order is ready to ship.

• Payment cards are validated when the device order is created.
• Pre-orders and backorders are not charged when the order is placed.

You cannot update the credit card info when the:

• Charge has not yet been attempted.
  
• Order has been canceled.
• Order is in the process of being fulfilled.

1. Use the Credit Card Update tool.
2. Service Partners must access via Citrix or a browser window opened via Atlas.
3. Enter the device order number in the Order Number field and select Search.
4. Review the Payment Card Details on the Sales tab to view the most recent credit cards used for orders.
   Note: Credit card numbers displayed in the tool are encrypted and will not display as the same number entered during the order or update process.
5. Review order information on the Sales tab to confirm you have the correct order.
6. Review the Payment Card Declined status.
   • If Yes, continue to the next numbered step below.
   • If No, review the Status Description field, and check if it matches the statuses below:
     • For valid decline reasons listed on the Common credit and ATM/debit card decline reasons file, if the Description matches one of these, cancel the order and submit a new one for the customer.
     • For all other decline reasons (examples below), the customer must provide a different payment card to complete the order. 
     • CCUT decline reasons:
       • Cassandra Database Exception
       • Credit floor limit. Insufficient funds.
       • CNPAuth call failed
       • I/O error on POST request for "http://DA
       • Reason:java.lang.NullPointerException at
       • Invalid expirationMonthYear. Card is exp
       • updateAcquirerIndicator short-circuited
       • PaymentId is Required
       • Duplicate Request
       • RESPONSE PARSE ERROR:{"timestamp":"2020-
       • 413:Generic Unmapped partner denial code
       • Only approved payment can be processed
       • RESPONSE PARSE ERROR:400 Bad Request: Re
       • Call. Issuer wants voice contact with ac
       • Either commonCustomerID or customerId is:
7. Identify the most recent credit card used by looking at the top row in the Payment Card Details section.
   • Refer customers to their credit card companies if they request the reason for their cards being declined.
   • Do not disclose CCUT decline reasons to customers.
8. Select Add Payment Card in the Payment Card Details section.
9. Enter the following credit card details from the new card in the Payment Card Details screen:
   • Card number
   • Card expiration (Use MMYYYY format. Example: October 2025 = 102025.)
   • Card CVV number
   • Cardholder name
10. Select Validate Payment Card. If you receive a Please Enter Credit Card Type message, it means incorrect credit card data has been entered. Verify credit card information and retry.
11. Select Update Payment Card.
    • This selection is only available after the card validation step has been completed.
    • When updating credit card on orders, the new credit card number will be encrypted after selecting Update Payment Card.
    • The new card numbers will be rearranged and appear as a different credit card number. This is normal.
    • Upon successful completion of the credit card change, the system will indicate the credit card has been updated in SAP Order Number.
    • If orders are locked due to multiple users accessing them at the same time, credit card updates will be deferred until the order is accessible.
    • In these situations, users see the following confirmation displayed:
      Credit card has been captured and order will be updated in the next 24 hours.
12. Search for the order number again in the tool.
13. Review the Order Status tab to confirm the order status.
14. Advise customers their credit card info has been updated successfully. The card will be charged when inventory is assigned to the order, and the customer will receive a notification.
15. Provide customer the Most Recent shipping date under Shipping Information. Do not provide the original estimated date as it is not updated when availability changes.

1. Confirm you are on the Sales Order Update link. Some profiles default to a different tab.
2. Review Debit & credit card payments for possible root causes of the error.
   
3. Find order and CCUT statuses listed in T-Mobile orders: Steps & status.
4. Review the common error and resolution steps:

Ship-to order status and tracking