Why are my customers purchases failing?
Customers can pay for your products on Gumroad using their PayPal accounts, or their credit/debit cards. Gumroad assumes all the risk and processing nastiness on your behalf, to make selling easy!
That said, online payments are not as hassle-free as they ought to be, and there are a variety of reasons why a customer's purchase might fail.
Ultimately, the best way to handle a payment error is to have your customer contact us directly, or email us with them CC'ed.
But here's a few things that may have happened:
PayPal Is Blocking their Purchase
They may not have enough funds on their debit card, or in their PayPal account, to make this transaction go through. PayPal may also be under the impression that their account has been hijacked, and is preventing them from making a purchase. Your customer will need to contact PayPal's support team to move things forward.
Their Credit Card Provider Is Blocking the Purchases
Sometimes a bank will flag transactions that happen online (usually for small amounts). They can contact their bank and let them know what's happening. They should be able to whitelist Gumroad so that they can make a purchase.
"Zip Code" Errors
If they are being asked to enter their ZIP or Postal code, that means that their credit card provider is asking them to verify that they know the ZIP code attached to their card. This is an identity verification check - the card provider is making sure the card user is the card owner.
The ZIP Code or Postal code we need is the one stored by their credit card provider. They can contact their credit card provider if they are unsure about what it is.
If they're using a proxy server they'll need to turn off the proxy and attempt the purchase again.
They'll need to try purchasing in a different browser. If they still experience errors, they'll need to download the latest version of their Internet browser and try again.
Our Risk System Is Blocking the Purchase
Our risk detectors may have accidentally blocked them from purchasing. If this is the case, they can often use "incognito" or "private" mode on their browser, or try the purchase using a different email address.
They Issued a Chargeback Against Gumroad In the Past
If they charged back against a purchase made on Gumroad in the past, our risk detectors are going to automatically flag their IP address and not let them make the sale. What they need to do is:
Make the purchase again in a browser that's in Incognito mode, or in a different browser, and then
a) Use a different email address to make the purchase. If that doesn't work, use a different email address AND
b) Use a different credit card or PayPal account
Purchase errors are rare on Gumroad, but they do happen, and more likely than not you will be contacted by a desperate customer at some point, pleading for you to take their money. If that's the case, simply direct them to this page, or contact us!