Adyen · Decline codes
What does Adyen refusal reason 16 “Shopper Cancelled” mean?
Checked
Adyen refusal reason 16, "Shopper Cancelled", means the shopper cancelled the transaction before completing it, for example by leaving a redirect payment page or closing the payment window. Nothing was refused by a bank. The right response is to let the shopper return to checkout easily, not to retry the payment behind their back.
- Type
- Cancelled by shopper
- Who declined
- The shopper
- Retry
- No automatic retry; the shopper can pay again.
- Shopper action
- Restart checkout if you still want to buy.
- Merchant action
- Make returning to checkout easy.
What PlatformDTC does
PlatformDTC does not connect to Adyen; its checkout runs on Stripe and PayPal. On its checkout a shopper backing out is not a decline at all, so no retry rules or declined-payment emails apply.
Why it happens
The shopper chose to stop: changed their mind, picked another method, or closed the window during a redirect or authentication step.
What the shopper can do
Return to the store's checkout and pay again whenever you are ready.
What the store can do
Keep the cart intact so the shopper can come back in one click. A high rate of code 16 on one payment method can point to a confusing step in that flow.
For developers
refusalReasonCode "16", typically with resultCode "Cancelled".
Frequently asked questions
- Did the bank decline Adyen refusal 16?
- No. The shopper cancelled before finishing.
- Should I retry an Adyen refusal 16?
- No. Let the shopper restart checkout themselves.
Sources
- Adyen refusal reasons — Adyen
Related
- 15 — The transaction was cancelled before it completed.
- 11 — 3D Secure authentication was not done or did not succeed.
- 20 — Adyen's pre-authorization risk checks scored the payment 100 or more and refused it.
- 21 — The transaction was not submitted correctly for processing.
- 22 — Pre- and post-authorization risk checks together scored 100 or more, so the payment was refused.
- 23 — The issuer or acquirer does not permit this transaction on this card (raw 57 or 58).
- 24 — The card security code (CVC) entered is wrong.
- 25 — The issuer restricted where this card can be used (raw 62).