As a business we want to ensure that you – the customer – feel safe shopping with us. As such, we use Opayo (formally Sage Pay) as our payment gateway which means your details are only visible to your bank and we never have sight of them. Banks and payment gateways are constantly improving end-user security and as a result regularly introduce updates for added protection for both customers and businesses.
The 3-D Secure 2 (3DS2) standard is the global benchmark of card-not-present data authentication which is implemented by Opayo (our payment gateway) in order to protect both the customer and the business from fraud. The name refers to the "three domains" which interact using the protocol: the merchant/acquirer domain, the issuer domain, and the interoperability domain.
Although this is a global initiative, it seems to be more common in Europe and some international customers – predominantly from the USA – seem to need to take additional measures. If this is happening to you, the advice we have been given is:
- Contact your bank to authorise the payment – this may involve asking for 3D secure to be set up or enabled, or explain that your are wishing to make an international payment - in most occasions it then tends to go through.
- Ensure you are using an up to date browser with 3rd party cookies enabled.
- Do not hit back or refresh more than 3 times.
- If the transaction does fail for any reason to clear the browser and start the transaction again to make sure no older pages load on the website.
