Understanding response codes and response code categories
Westpac uses response code categories to help you and your customers understand why a transaction has been declined. If you have a declined transaction, check the response code number, then follow the instructions on how to process the transaction.
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Frequently asked questions
What are response codes?
Response codes are numeric codes located on a transaction receipt that indicate whether a transaction has been approved or declined.
What are response code categories?
Westpac uses response code categories to help you and your customers understand why a transaction has been declined. Response code categories will help improve your authorisation rates and enhance the overall transaction processing experience with your customers.
Refer to the following table for the response code categories, their description and what you need to do.
|Response code category||Response code description||What you need to do|
|1||Issuer will never approve||
Don’t attempt the transaction again
|2||Issuer cannot approve at this time||
Confirm the card details
Check the Response Code for your next action
|3||Data Quality / Revalidate payment information||
Check the transaction information to ensure the data is valid
Try the transaction again (you can do this on the same day)
|4||Generic Response Code||
Check the error code
Try the transaction again
What if an eCommerce response code description is different to the response code descriptions described above or on declined transaction receipts?
If the response code description text on an eCommerce transaction is different to the description on declined transaction receipts, we suggest you contact your gateway provider for guidance on the actions you need to take.
Things you should know
1 Electronic Fallback is subject to card type and transaction (floor) limits.
2 Westpac instant settlement functionality is not available between 9:30 pm and 11:59 pm (EFTPOS 1 and Presto Smart terminals) and between 9:30 pm and 11:00 pm (EFTPOS Now, EFTPOS Flex and EFTPOS Connect terminals) - Sydney time. You can only perform a settlement once a day, before 9:30 pm (Sydney time). A settlement done after 11:00 pm for EFTPOS Now, EFTPOS Flex and EFTPOS Connect terminals and after 11:59 pm for EFTPOS 1 and Presto Smart terminals, will be processed as a settlement for the next day. Subject to system availability, settlement can take place 7 days a week. Settlement must be to an eligible Westpac transaction account. Instant Settlement functionality is not available on Corporate Online. Instant Settlement is only available for Mastercard, Visa and eftpos transactions (plus UnionPay if using EFTPOS Connect).
Accessibility support: At any time, you can inform us how you would prefer to be contacted. If you are deaf and/or find it hard hearing or speaking with people who use a phone, you can reach us through the National Relay Service (NRS). To use the NRS, you can register here: https://internet-relay.nrscall.gov.au.
Applications for merchant services are subject to approval. Terms and Conditions and fees and charges apply. Full details are available on request or at westpac.com.au/merchant-terms.