Users have reported that some orders are being canceled due to phone number or address validation errors. This issue has been affecting both direct order entry and webstore transactions, leading to unnecessary order cancellations.
- Investigated validation rules for phone numbers and addresses within the Cybersource SuiteApp for NetSuite.
- Identified that address verification settings were configured to accept all conditions, ruling out address verification as the cause of cancellations.
- Reviewed payment processing settings and identified that cancellations were occurring due to credit card verification failures.
- The primary causes for rejected payments were “CSC Check Failed” or “No CSC Match” errors.
- Confirmed that the ‘Cancel Order’ setting was applied only to credit card verification failures, leading to automatic reversals or void transactions.
- No modifications were required for address validation since all address verification rules were set to accept transactions.
- Found that Cybersource related bundle having the deployment status as error.
Solution Implemented
- Successfully updated the ‘Cybersource for NetSuite’ bundle in the production environment.
- Verified that address validation is configured correctly and does not contribute to order cancellations.
- Ensured that the ‘Cancel Order’ rule is applied only to credit card verification failures.
- Received confirmation from the client that payment processing is running smoothly and additional testing is not required.
Conclusion
The issue of order cancellations due to phone number and address validation has been analyzed and resolved. The issue was due to the error in the deployment of the ‘Cybersource for NetSuite’ bundle in the production environment.