Outage in Cybersource

Issuer Declines on Zero Dollar Authorizations

Resolved Minor
October 13, 2023 - Started about 1 year ago - Lasted about 1 hour
Official incident page

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Outage Details

Cybersource was aware of an issue affecting merchants receiving the following error: "The following request field(s) is either invalid or missing: customer_lastname" for Zero Dollar Authorizations. Merchants may have seen issuer declines on $0 authorizations when not sending in a last name has now been mitigated. This appears to be in line with a change to support Account Name Inquiry requests by Visa and applies to domestic as well as international transactions. At minimum zero dollar authorization transactions should include the customer last name or Bill to last name as follow: SCMP API: customer_lastname SO API : billTo_lastName REST API: orderInformation.billTo.lastName Failed to do so may result in the following error message: "The following request field(s) is either invalid or missing: customer_lastname" Reported Start Time: 06:55 GMT on 13 October 2023 Reported End Time: 13:04 GMT on 13 October 2023 Impact: Merchants may have seen issuer declines on $0 authorizations when not sending in a last name - this has now been mitigated. Next Update: No further updates, issue mitigated. Please do not hesitate to contact the Cybersource support team if you have any questions or concerns. Cybersource Support Center Incident #: INC16995733
Components affected
Cybersource Credit Mutuel-CIC Cybersource Getneton Software Express Cybersource Ahli United Bank in Bahrain Cybersource FDC Nashville Global Cybersource Streamline Cybersource FDC Germany Cybersource Lynk Cybersource eCheck/ACH Cybersource Vero Cybersource LloydsTSB Cardnet Cybersource American Express Direct Cybersource FDC Compass Cybersource TSYS Acquiring Solutions Cybersource Visa Platform Connect (VPC) Gateways Cybersource Worldpay VAP Cybersource Barclays Merchant Services Cybersource Lloyds-OmniPay Cybersource Elavon Americas Cybersource FDI Australia Cybersource French Gateways Cybersource TeleCheck Cybersource HBoS Cybersource PayEase China Cybersource Rede Cybersource Comercio Latino Cybersource Prosa Cybersource FDMS Nashville Cybersource Bank of America Merchant Services on OmniPay Direct Cybersource Latin American Processing Cybersource Cielo Cybersource Software Express (Getnet) Cybersource UATP Cybersource Citibank India Cybersource Six Cybersource Global Payments North America (GPN) Cybersource Moneris Cybersource Chase Paymentech Solutions Cybersource Ingenico ePayments Cybersource HSBC Cybersource AIB Merchant Services (AIBMS) Cybersource RBS WorldPay Atlanta Cybersource HDFC Bank on RuPay Cybersource JCN Gateway Cybersource FDMS South Cybersource Elavon Cybersource First Data Merchant Solutions(Europe) on OmniPay Direct Cybersource Global Payments International Acquiring on OmniPay Direct Cybersource China UnionPay Cybersource Cardnet International on OmniPay Direct
Latest Updates ( sorted recent to last )
RESOLVED about 1 year ago - at 10/13/2023 07:43PM

The issue affecting merchants and issuer declines on zero dollar authorizations when not sending in a last name has now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences.

Reported Start Time: 06:55 GMT on 13 October 2023
Reported End Time: 13:04 GMT on 13 October 2023

Impact: Merchants are no longer impacted and processing as normal.

Next Update: No further updates, issue resolved.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.

Cybersource Support Center

Incident #:INC16995733

MONITORING about 1 year ago - at 10/13/2023 06:32PM

Cybersource was aware of an issue affecting merchants receiving the following error: "The following request field(s) is either invalid or missing: customer_lastname" for Zero Dollar Authorizations.

Merchants may have seen issuer declines on $0 authorizations when not sending in a last name has now been mitigated.

This appears to be in line with a change to support Account Name Inquiry requests by Visa and applies to domestic as well as international transactions. At minimum zero dollar authorization transactions should include the customer last name or Bill to last name as follow:

SCMP API: customer_lastname
SO API : billTo_lastName
REST API: orderInformation.billTo.lastName

Failed to do so may result in the following error message: "The following request field(s) is either invalid or missing: customer_lastname"

Reported Start Time: 06:55 GMT on 13 October 2023
Reported End Time: 13:04 GMT on 13 October 2023

Impact: Merchants may have seen issuer declines on $0 authorizations when not sending in a last name - this has now been mitigated.

Next Update: No further updates, issue mitigated.

Please do not hesitate to contact the Cybersource support team if you have any questions or concerns.
Cybersource Support Center

Incident #: INC16995733

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