Apple Pay fails after order split into 3 transactions

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Level 1

8 points

Apple Pay fails after order split into 3 transactions

I ordered an iPad Pro, Smart Keyboard and Pencil, using Apple Pay to transact the basket in the Apple Store app. Apple split the order into three deliveries, billed the iPad but had the transaction declined on the keyboard a week later. Nationwide Bank (UK) said they could see the decline on their system but with no associated status code, even though the account was in good standing, well within credit limit and with no restrictions in place.

At the moment, waiting for the next daily cycle to see if that releases the order. Pencil to follow later. The bank has checked and no restrictions are in place.

iPad Air, iOS 9.1, null

Posted on Nov 18, 2015 10:08 AM

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Answer 1

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ian.waring Author

Level 1

8 points

Nov 19, 2015 6:13 AM in response to ian.waring

It looks like Apple Pay doesn't work on an order where the transaction is split into multiple deliveries. The first item is billed on a pseudo credit card (ending **** in my case - where neither my credit card used for this Apple Pay, nor my debit card, has any of that number on board). That goes through. However, the 2nd and 3rd items attempt to fire up on the same Apple Pay transaction, and this gets rejected at Apples end by a 'transaction exceeds credit limit' error. This even though my balance is some £11,000 under my credit limit and my account is in good standing - and with no restrictions in place with the bank.

I just get serial retries every day and serial rejections.

In order to fix it, I had to ask them to process line 2 and 3 of my order on my debit card, which worked first time - and I'm told has released the remainder of the order. So, I'm out of the loop and will leave Apple to fix their bug in their order processing logic - and wherever possible, only use Apple Pay when it's a one shot transaction, unlikely to be split into separate shipments.

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Answer 2

Jonathan UK

Level 10

164,015 points

Nov 19, 2015 1:40 AM in response to ian.waring

Hi Ian

For help with your issue, call Apple Store Customer Service on 0800 048 0408 (Mon-Fri 0800-2100, Sat-Sun 0900-1800).

You can also report your failed transaction to Apple here (the form is designed for reporting problems experienced in stores, but you can describe your issue in the Comments field):

https://www.apple.com/feedback/apple-pay.html

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Answer 3

ian.waring Author

Level 1

8 points

Nov 19, 2015 4:01 AM in response to Jonathan UK

Did exactly that. The person I spoke to took details of a backup card, which he said would be used if there was another failed attempt. However, a day and a half later, the smart keyboard is still sitting in 'Processing' status and has now gone past its first estimated delivery date in the range given. So, looks like a bug somewhere between Nationwide UK and Apple Pay on the store app, with me trapped in the middle.

Unfortunately this means he'll be unable to demo it to a well known children's hospital who are interested in potentially buying a lot of iPad Pro units.

I will try again shortly...

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