akmac - 7:36 pm on Jun 24, 2009 (gmt 0)

Carts that are abandoned after entering shipping details but not payment details get a reminder email withing 24 hours.

We follow up via phone with the customers who've entered payment details regardless of the decline type (assuming we've determined the order isn't fraudulent), but never insinuate that it's due to any error or oversight on their part.

We tell them it isn't unusual (it isn't), and is usually related to the safety precautions of their issuing bank (it is). I've never had a customer get upset with this approach. They are all happy to either call their bank immediately or provide me with a different card.