Product meetings collapse these into “drop-off.” Contact centres do not. A person whose card was declined has a bank conversation ahead of them. A person whose DuitNow request sat pending has a clock. A person who closed the OTP screen may have been called to dinner.
If your success event fires when the app receives any response, failed authorisations leak into the wrong column. If your fail event fires on any missing success within ten minutes, you will count weekend settlement delays as lost customers.
A practical split we use in reviews:
- Hard fail — issuer or switch returned a decline the user can see
- Pending — no terminal state before your operations cutoff
- Abandoned — the user left a screen with no issuer response at all
You do not need twenty names. You need these three to stop arguing past each other on Monday.