I’m honestly shocked that this payment issue is STILL happening after 3+ years with no real fix.
Here’s my situation:
I originally tried to preorder the Framework 13 Pro (Intel version).
My credit card was declined by Stripe as “fraudulent.”
After going back and forth with support, they temporarily allowed the transaction and it worked.
I then cancelled that preorder because the Ryzen version had a shorter delivery estimate.
When I tried to place the new preorder, the exact same Stripe fraud decline happened again.
I checked the browser dev tools and the failure is clearly coming from Stripe fraud detection again.
What’s frustrating is:
this exact issue has been reported by customers for YEARS
support previously managed to temporarily allow the transaction
now I’m being told there is “no magic button” to do that anymore
the only advice I keep getting is:
wait 2 days
clear cookies
try another browser
The problem is: I already did all of that.
I waited multiple days before retrying.
I tried different browsers.
I cleared cookies/cache.
I even tried different credit cards.
Same result every single time.
At that point, it’s hard not to conclude this is a long-standing backend/payment-system problem that Framework still hasn’t properly addressed despite years of reports from customers.
I genuinely want to buy this laptop, but the purchasing experience has been unbelievably frustrating. Has anyone actually found a reliable way to resolve this besides repeatedly retrying payments and hoping Stripe changes its mind?
I am another user like you, so I don’t know the exact reason they declined it, but I have worked at banks.
Fraud is approached from a risk perspective.
Items that increase the risk measure from the Bank perspective:
Delivery address should be the same as the billing address.
Card should generally be used for lower cost items located close to the billing / delivery address before paying for a more expensive items. All cards have payment limits. So check with your bank, in case the limit is too low.
Ordering things and then cancelling the card transaction instead of the supplier initiating the credit back to the card.
Delivery address should be the same as the billing address.
Yes, it is same
Card should generally be used for lower cost items located close to the billing / delivery address before paying for a more expensive items. All cards have payment limits. So check with your bank, in case the limit is too low.
I don’t think this is the problem because I am using this credit card all the time and this is the only time that is detected as fraud. And pre-order costs only $100…
Ordering things and then cancelling the card transaction instead of the supplier initiating the credit back to the card.
I did that so I thought this could be my case but no. Because I even had the same problem when I tried to order for the first time.
I talked to bank but there is nothing they can do because the transaction is not even going through the bank. It’s not the bank detects a fraud-like transaction. It is Framework side problem.
When it comes to residency, I am based on Texas, US.
Their exist a lot intermediaries in every card transaction.
Sounds like it’s the payment network operator ( matercard, visa, etc) that is blocking the transaction, best advice is to use a different payment network.
From your answers, I cannot see any obvious reason for the decline.
The problem with bank security, is that they don’t normally give out details of what triggered the decline for security reasons.
The only thing I can think of is try a different card.
For example, if my credit card gets declined, I normally try my debit card instead and that works. I am based in the UK, and my knowledge is mainly about UK banks.
Same thing happened to me in the UK with my debit card. I tried to order a 13 Laptop multiple times and my card got declined every time. I ended up calling my Bank fraud department, they asked me few questions (a bit shocking that I have to justify my purchase ) , unblocked Framework and stayed on the phone while I was making the order.
This never happened to me before, I suspect that it might be because a laptop is an expensive purchase and Framework is still a small company.
@BrewCoffeeAddict
If you see above, the OP has talked to their bank. The request is apparently not even getting to their bank. There is obviously some intermediate service, like stripe, who are blocking the transaction.
The problem with services like stripe is
they just use AI to find fraud and it just becomes a “computer says no” answer with no justification or way for user to correct it.
no way for user to phone them and resolve like they can with their bank.
So, I called bank again, and they said the transaction didn’t even go through. So I asked them to replace my credit card so that I can try with new card number. I got the new card number, tried again, denied. BUT, when I tried removing the saved address and enter manually when I check out, transaction went through. I am 100% sure that Framework backend needs to patch of this process.
While I was waiting for my new credit card, I submitted the support request AGAIN, and they just ignore, never replied.
For the people who goes through the same situation, I recommend to not to save address or save card information, manually type on check out. If still not working, ask bank to replace your card. Hopefully, that would work. That would be much faster than waiting for the customer service replied and actually help you. (based on my experience)
Do you recall if there was any difference in address? Particularly the zip code. If it was a “+4” zip (which automated address lookup systems might add themselves) and the verification failed to strip that portion off, it could have come back as not matching.
I thought that’s the problem (I saw that in other community article), I tried without +4 zip explicitly but no luck at that time. So here is what I tried before vs today
Before (When I saved address, with same billing address checkbox checked)
I tried 2 things. One without +4 zip code and with +4 zip code.
Reason: When you enter the address, modal pops up and it suggest with +4 zip code, so I did that. The reason I tried without it is I saw the that somebody resolved the issue removing that. Here is the article.
This time (When I removed saved address, with same billing address checkbox checked)
I tried with +4 zip code. Same as before, when I entered address, it suggests with +4 zip code. Pressed check out after I enter credit card information (issued 3 days ago and just recieved), and tada, it works.
Just to clarify.
If you tick “billing address same and delivery address” it fails.
But if you manually enter the same details into both billing and delivery address it works?
No, click “billing address same and delivery address” didn’t matter to me. What is matter was (to me) entering the address on check out, without having a saved address.
I removed the address from “Saved address” → Goes to check out page → enter address on checkout (I checked “billing address same and delivery address” but I don’t think it matters?)
) , unblocked Framework and stayed on the phone while I was making the order.
