The Failed payments page in the Kustom Portal shows every payment attempt that did not go through, across all your stores. Use it to see how many payments are failing, spot patterns by payment method or acquiring channel, and find the reason behind a specific decline.
Where to find it
Failed payments lives under Orders in the left-hand menu of the Kustom Portal.
Open Kustom Portal and sign in.
Select Orders from the menu on the left.
Select Failed payments.
Filtering failed payments
Use the filters at the top of the page to narrow down the results:
Stores.
Filter by the store where the payment attempt was made.Creation date.
Select a time period to view attempts created within that range.Payment method.
Filter by the payment method used, such as Klarna, Card or Apple Pay.Acquiring channel.
Filter by the channel the payment came through, such as Checkout.Attempt error code.
Filter by the error returned for the payment attempt.Card decline code.
Filter by the specific reason a card payment was declined, such as insufficient funds or a generic decline.
You can combine filters, and clear them all at once using the X button to the right of the filter row.
Reading the results table
Each row represents a single failed payment attempt.
Order ID.
The unique identifier for the order the attempt belongs to.MID.
The merchant ID the attempt was made against.Amount.
The order amount and currency.Created.
The date and time the attempt was made.Payment method.
The payment method the customer tried to use.Channel.
The acquiring channel the attempt came through.Customer.
The customer's email and name, where available.Attempt error code.
The error returned by the payment attempt.Card decline code.
The specific decline reason for card payments, such as insufficient funds or a generic decline.
Click the table icon in the top right corner to add or remove columns.
Why this is useful
Failed payments gives you visibility into why a checkout did not convert, without searching order by order. This is useful when:
A customer reports being unable to complete a purchase, and you want to confirm what happened on your side.
You notice a drop in conversion and want to check whether one payment method or channel is failing more than usual.
You want to reach out proactively to customers whose payment failed, for example with an alternative payment link.