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Understand the `Unable to locate record on file (20025)` response code

The soft decline response code 20025 - Unable to locate record on file is caused by a decline from your customer's card issuing bank.

If you encounter this response when processing a payment, it's possible that your customer's card issuer does not recognize the card details. In this case, ask your customer to verify their card details, and try again.

If you encounter this response when attempting to void an authorized payment, the issuer bank may have already released the hold on the funds. If the funds were not released, advise your customer to contact their card issuer directly.

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