Of course it's a failure, but the context was whether all transactions are equally important from a user point of view, not the business point of view.

If a financial company fucks up and loses me $20 because of it, it could mean I never use that company again (because how can I trust them not to fuck up for more money next time, if they don't fix this time?) but it doesn't make me feel that the $20 lost is important.