Decision Manager Service Disruption

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Cybersource was aware of an issue that affected the Decision Manager Case Search and DMDR Service.

The issue affecting the Case Search and Decision Manager Detail Report (DMDR) Service have now been fully resolved. Cybersource is conducting an internal review of the events to mitigate future occurrences.

For approximately 2 hours, some transactions with a “Declined” status were incorrectly saved and made visible in Case Search and DMDR. These transactions are typically excluded from these views, such as declines from banks, 3DS, or other external services.

Impact: Some merchants may have seen a “Declined” transaction status in Case Search and Decision Manager Detail Report (DMDR) that were not normally displayed. This was a display-only issue. Transaction processing, fraud decisioning, and all other Decision Manager functionality are operating normally.

Reported Start Time: 14 May 2026, 05:45 GMT
Reported End Time: 14 May 2026, 07:45 GMT

Next Update: No further updates, issue resolved.

We regret any inconvenience this may cause for our customers. We will provide regular updates until the issue is mitigated.

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

Cybersource Support Center

Incident #: INC25591515