LL - Declined payment questions

Answering declined payment order questions is fairly straightforward.

Sometimes, the email request from the customer will state that they remember seeing the payment fail, but they were still charged in their bank account.

This is due to a hold being placed for the funds, but the final approval from anti-fraud measures not completing the purchase successfully.

In most cases, you will not find the customer's email address as having an account set up since their purchase declined.

In Lime Light, go into Clients & Fulfillment, and then from the Orders look up, you should be able to track down the declined payments with the person's name or email address.

We are able to click into each decline and see if there are any special notes that we can relay to the customer.  Scroll all the way to the bottom to see any specific notes along with that declined order.

After investigation, when you're ready to respond to the customer, use the macro Declined Order - Hold Charge.  Feel free to add any specific information you are seeing in terms of error messages relating to the purchase.

The customer may then try to order again with the correct information that was resulting in the purchase decline.  They may write back and we can help them from there. For now, we need to provide the customer with the information, as unfortunately there's nothing we can do to remove the hold and we are not able to refund the charge.  They have to wait for the process to complete. If the customer gets back with us and is extremely irate and the issue escalates, feel free to escalate the case to a supervisor and we'll take it from there. Thanks!