Problem Description

If an order was canceled in NetSuite even though a sale was successfully completed (and visible in the Business Center), there may be an issue with your Address Verification (AVS) Rules or Credit Card Verification (CSC) Rules configuration in your Payment Processing Profile in NetSuite. This behavior occurs when one of your AVS or CSC rules in NetSuite is set to cancel an order based on the AVS or CSC response, but the associated sale then processes on the back-end.

By default, Visa Acceptance Solutions (including Cybersource) will only soft-decline (stop) a sale if the CSC (CVN) number provided did not match or if the AVS check resulted in a full mis-match. We will not (by default) soft-decline a transaction which returned, for example, an AVS response of "U.S.-issuing bank does not support AVS." Therefore, if you have set your AVS rules in NetSuite to Cancel an order with an AVS response of AVS NOT AVAILABLE, this would create a situation where the sale is accepted on the back-end, but NetSuite will cancel the order.

Resolution

If you are running sales using the Cybersource NetSuite plug-in, it is recommended that you set all of your The Address Verification (AVS) Rules and Credit Card Verification(CSC) Rules to Accept. These AVS and CSC rules in NetSuite are only conducive to running stand-alone authorizations, giving you the option to cancel the order before the authorization is captured.

Additional Information

Soft Decline

AVS (Address Verification System) Results

Where can I find a list of all the reply codes for CVV (CVN) validation?