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False declines, which occur when a good transaction by the authorized cardholder is erroneously declined, happen far more often than issuers and merchants would like. False declines not only result in lost revenue opportunities but also create unhappy customers, which is bad business for both the merchant and the card-issuing bank. This Impact Report examines the impact of false declines on consumers’ relationships with their Financial Institution. Based on quantitative consumer research, it looks at the likelihood that false declines at the POS will prompt consumers to leave their Financial Institution.

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