LL - Helping a customer with multiple declined orders
If a customer contacts us and says they can’t get their order to go through we see that it has declined more than once - follow these steps in this order (1, 2, then 3).
If in Sticky (SI) - check the reason for the decline in the notes at the bottom (there is a separate article concerning the reasons orders decline).
- Confirm the customer card info by phone (maybe there is something wrong).
- Offer to place the order with them over the phone.
- Suggest the customer contact their bank if you have confirmed their information is correct and attempted to place another order.
- Please refer to the CHO Sheet for Sticky.io's decline reason and the next steps to proceed with your customer's order. See the link below: