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10 minute read
April 25, 2023

Investigating Transactions in the Dashboard

The Transaction details page provides information that you can use to investigate issues that may have occurred during a transactions. Some instances of transactions that may warrant investigation:

  • An unexpected transaction due to a false post—that is, a clearing without a preceding approval or linked approval.

  • Why a clearing occurred that should not have cleared.

  • Why a transaction was declined.

This information is useful for your customer support agents when a cardholder calls to inquire why a transaction did or did not complete.

Accessing transaction details

To access Transaction details:

  • Open the Marqeta Dashboard.

  • In the left navigation pane, select Customers > Users.

  • Select a customer from the list.

  • Select the Transactions tab.

  • Select a row to display the details for that transaction.

To view reference information for the fields displayed on the Transaction details page, see Transaction details.

Core details of a transaction

The following sections of the Transaction details page provide the core information essential for investigating a transaction:

  • Transaction summary

  • POS details

  • Related transactions

Transaction summary

The summary at the top provides an overview of the transaction and merchant, including the transaction type, current transaction state, and reason for the current state.

Transaction details

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For more information on transaction events and response codes, see Transaction response codes.

POS details

Point-of-sale information is displayed in the POS details section. This includes information such as whether the cardholder was physically present during the transaction, whether a chip was used, and the merchant ID. More information is provided in the Additional details panel on the right.

POS details

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The Related transactions section provides a historical log in chronological order, allowing you to follow the sequence of linked transactions that led to the current transaction state. To view more information on the related transaction, select the transaction row.

Related transactions

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Determining the cause of a declined transaction

When a transaction is declined, you many need to determine the cause. The TRANSACTION DETAILS area in the summary provides basic information about the decline authorization, including the reason for the decline, reason code, and a short description. For a list of reason codes and descriptions, see Transaction response codes.

Declined transaction

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The POS details and JIT funding sections also include useful information about the declined transaction. For JIT transactions, the Decline reason field provides the reason that the transaction was declined, such as insufficient funds. Additional information may be available in the Memo and Tags fields if provided by your organization.

Investigating approved transactions

In some cases, a transaction may have been unexpectedly approved. Some examples are:

  • Skipped authorization

  • Commando mode approval

  • 3DS authentication was exempted

  • Merchant chose to push the transaction through

For these transactions, begin with the reason, response code, and description displayed in the TRANSACTION DETAILS of the summary. For a list of reason codes and descriptions, see Transaction response codes.

JIT funding transactions

The JIT Funding section shows the result of a JIT funding transaction, including the customer response. Authorization JIT transactions have a programgateway funding type. The following shows the JIT Funding section:

JIT details

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The Memo and Tags fields may be set by your company to indicate internal decline reasons.

Note
For Visa transactions, the Network Reference ID is prepended with 0002. When researching a transaction with the Visa network, remove the prefix to get the Visa transaction ID.

Timed-out transactions

Because the card network requires a timely response from the Marqeta platform, there is a timeout limit on the response from your gateway. If your gateway doesn’t respond to the JIT Funding request within three seconds, the Marqeta platform declines the transaction to the network.

If a JIT transaction has timed out, the Timed out field is set to true. Time details are shown in the DURATIONS area. For more information, see Identifying and resolving timeouts.

E-commerce transactions

For e-commerce transactions, the Payment channel in POS details is set to Ecommerce. The following additional fields are displayed in CARDHOLDER AUTHENTICATION section of the POS details section.

  • Electronic commerce indicator - The level of verification performed: Authentication successful, Authentication attempted, or No authentication

  • Authentication method - The 3D Secure authentication method: Audio call, Behavioral biometrics, Biometric face, Biometric fingerprint, Decoupled, Delegated trusted authentication, In app login, Knowledge based, OTP SMS, OTP email, Secure payment confirmation, Video call, Voice recognition, Web authentication, or Other

  • Authentication status - The 3D Secure authentication status: Cancelled, Failed, Not authenticated, Success, or Successful non payment

  • 3DS version - The 3DS version used for authentication.

E-commerce transaction

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Token e-commerce transactions

Token e-commerce authorizations have an Ecommerce payment channel displayed in the POS detail section with additional displayed fields in Cardholder authentication data section. When the authorization type is a token e-commerce authorization, the Digital Wallet token and Device sections are displayed, which provides information about the digital wallet and device used for the transaction.

Digital wall details

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Useful information includes the Score field in the RISK ASSESSMENT area, which shows the digital wallet’s decision whether the digital wallet token should be provisioned: Decision red, Decision yellow, or Decision green.

Address verification

The ADDRESS VERIFICATION area at the bottom of the Digital wallet token section displays address verification data. The address is displayed if the address is verified. If the address cannot be verified and the transaction declined, a memo indicates specifically how the address was different and the outcome.

Address verification details

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Multi-currency amounts

The Amounts section provides details on the transaction amounts, resulting balances, settlement, and currencies.

Amounts

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Multi-currency transactions can involve up to three currencies: that used by the card, the local transaction, and the settlement currency. In this scenario, the transaction may authorize in one currency, clear in another, and settle in a third currency.

For additional information about the conversion, see the Cross border issuer fee and Interchange fee fields in the POS details section.

Transaction response codes

Use the response code displayed in the Transaction summary to help you understand the transaction. The following table describes the possible response codes. For more information about the transaction types, see the Transaction events.

Response codes table

Code Description

0000

Transaction approved or completed successfully.

0002

Partially approved.

1001

Card expired.

1002

Card suspicious.

1003

Card suspended.

1004

Card stolen — pickup.

1005

Card lost.

1011

Card not found.

1012

Cardholder not found. It is possible that the card is valid, but cardholder has not yet been created.

1014

Account not found. The account was not created for the currency in the transaction.

1015

Invalid request. Request cannot be parsed, or relevant data not found.

1016

Not sufficient funds. Funds in the account are less than the authorization amount.

1017

Previously reversed.

1018

Previously completed.

1019

Further activity prevents reversal.

1020

Further activity prevents void.

1021

Original transaction has been voided.

1022

No savings account.

1023

No checking account.

1802

Missing fields.

1803

Extra fields exist.

1804

Invalid card number. PAN information is missing from the request.

1806

Card not active.

1808

Card not configured.

1809

Incorrect PIN.

1810

Invalid amount. Amount field is null or less than zero.

1811

System error related to the database. This error is sent to the network.

1812

System error related to business logic. For example, the original transaction might not be found.

1813

Cardholder not active. Transaction occurs outside the card start and end dates.

1814

Cardholder not configured. Start and end dates have not been configured.

1815

Cardholder expired. Transaction date occurs after the cardholder’s end date.

1816

Original not found, and no pre-auth exists.

1817

Usage limit reached.

1818

Configuration error.

1819

Invalid terminal.

1820

Inactive terminal.

1821

Invalid merchant.

1822

Duplicate entity.

1823

Invalid acquirer.

1824

Accounting exception.

1825

Invalid CID. Card security code is invalid; CVV does not match.

1826

AVS decline. The address information submitted for the transaction failed AVS verification.

1827

AVS no info.

1828

Card is active.

1829

AVS match.

1830

Card account verification success.

1831

Card not present.

1832

Auth restriction found for given MID or MCC. Authorization control rules impose a restriction for this merchant ID or merchant category code.

1833

Cryptographic failure. The card was presented and the chip failed a verification test because of an invalid cryptogram or ARPC verification failed HSM check.

1834

Transaction amount limit reached. It exceeds the weekly or monthly velocity control set for the program.

1835

Card product controls prevent transaction.

1836

JIT clearing failure.

1837

JIT refund failure.

1838

International transaction decline.

1839

JIT reversal failure.

1840

Real-time fee group not found.

1841

Exceeds max auth amount limit. The transaction amount exceeds the velocity control set for the transaction.

1842

Account load failed.

1843

Network loads not allowed.

1844

Issuer timeout advice. The card network has advised of a decline.

1845

Transactions other than ATM and e-commerce not allowed.

1846

ATM transactions not allowed.

1847

E-commerce transactions not allowed.

1848

Mail order transactions not allowed.

1849

Phone order transactions not allowed.

1850

Card not present.

1851

Cardholder not present.

1852

PIN not present.

1853

ICC not present.

1854

Card security code not present.

1855

Digital wallet token not found.

1856

Digital wallet token not active.

1857

Digital wallet token expired.

1858

Digital wallet token suspended.

1859

Digital wallet token not present.

1860

Digital wallet token suspicious.

1861

Transaction account management limit reached.

1862

Token activation request card product config decline.

1863

Additional identity verification required.

1864

Transactions not allowed from this country. International transaction blocked due to the country or currency.

1865

Insufficient funds in program reserve account.

1866

Invalid card service code.

1868

Quasi Cash txn not allowed (processing code 11).

1869

KYC is required.

1870

Reloads are disabled for entity.

1871

Push-to-Card disbursement error.

1872

Offline PIN try limit exceeded.

1873

Chip fallback not allowed.

1874

Card suspicious — Expiration mismatch.

1875

Partial JIT not allowed.

1876

Account funding transactions are unsupported.

1877

Real-Time Decisioning decline.

1878

Corresponding JIT load failure.

1879

Credit voucher not allowed.

1880

CAVV decline. Exceeds the maximum auth cashback amount limit.

1881

Exceeds max auth cashback amount limit.

1882

CVV attempt limit exceeded.

1883

JIT response invalid amount.

1884

JIT response not sufficient funds.

1885

JIT response transaction not permitted.

1886

JIT response suspected fraud.

1887

JIT response amount limit reached.

1888

JIT response usage limit reached.

1889

JIT response duplicate entry.

1890

Low device score.

1891

Strong Customer Authentication — SCA contactless cumulative amount exceeded.

1892

Strong Customer Authentication — SCA contactless transaction count limit exceeded.

1893

Strong Customer Authentication — SCA contactless transaction limit exceeded.

1894

Card account verification decline.

1895

Token activation request — STIP decline.

1896

Token activation request card product config decline.

1897

SCA LVP cumulative amount exceeded.

1898

SCA LVP transaction count limit exceeded.

1899

SCA LVP transaction limit exceeded.

1900

Rejected response.

1901

Card not activated.

1902

JIT response invalid merchant.

1903

JIT response invalid card.

1904

JIT response no credit account.

1905

JIT response expired card.

1906

JIT response no checking account.

1907

JIT response no savings account.

1908

JIT response stop payment.

1909

JIT response revocation authorization order.

1910

JIT response revocation all authorization order.

1911

JIT response soft decline authentication required.

1912

JIT response closed account.

1913

Transaction not allowed in a limited state.

1914

Chip data missing required fields.

1915

Invalid CVV2.

1916

Consecutive CVV failure suspected fraud.

1918

JIT Response soft decline PIN required.

1919

Card terminated.

1920

Cardholder terminated.

1921

Digital wallet token terminated.

1922

Transaction cannot be completed.

1923

Not sufficient funds - no cached balance.

1924

Installment payment not supported in this region.

1925

JIT response card not active.

1926

JIT response cardholder not active.

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