Root Cause

• Missing mandatory personal details: The payer did not provide required information, such as their full name or address, during the transaction, which could be needed for Address Verification (AVS) or compliance purposes.

• Incorrect or incomplete API request: The submitted transaction request lacks the mandatory name and address fields.

• Checkout Configuration: The checkout page may not enforce address or name fields as mandatory.

• Gateway Requirement: Some gateways have regional or card-type-specific requirements (e.g., AVS required for US-issued cards).

Troubleshooting and Solutions

• Request the customer to provide their full name and complete address before retrying the transaction.

• Ensure that the payment form / Checkout includes mandatory fields to collect name and address details and is validated before sending it for payment processing.

• Update API integrations to include all mandatory payer information like name and address as per payment gateway requirements.

• Display clear and user-friendly error messages prompting customers to fill in missing personal details.

• Try updating the Address Verification (AVS) rules in the gateway to manage the failures better.

• If the required information has already been provided, contact the payment gateway support team to learn more about the resolution.