LL - TSM How do I order? / Problems with ordering / PayPal
Various problems with ordering happen from time to time, especially with International orders outside of the US or if they went through the upsell pages very quickly.
If the person continues having trouble getting an order to complete and is already a customer with us in Sticky, you can try processing a manual order on our end for the purchase after you get their permission, using their credit card details we have on file.
Sometimes, determining what type of card they are trying to purchase with can help clear up questions. We do not accept pre-paid or Maestro (multi-national debit) credit cards. You can let them know we accept Visa, Mastercard, Discover, and American Express.
Additionally, the order form information that is input *must* match up with what is on file with the banking institution that issues their card.
First/last name, address, and card information absolutely must be precise matching what is on file relating to the cardholder.
If the customer repeatedly has trouble getting an order to process, you can offer them the option of paying by PayPal, but only offer this if you have been unable to resolve their ordering issues.
The offering of PayPal as a form of payment SR can be sent when you have exhausted all attempts to help the customer place an order with a credit card for orders $67.00 and above.
Tag anything related to PayPal with the PayPal label and close, so that when the customer replies to the message, they will automatically reopen.
Once they report that they have made the payment, you will need to either set them up with an account or add that program to their existing account in Kajaani.
If you are setting them up with a new account, use the SR - PayPal New Member Welcome
If you are adding the program to their membership, use SR - PayPal New Program Unlocked
Also, add that they purchase via PayPal in their HelpScout record and leave the PayPal tag on the ticket.
You will also need to add them to the appropriate email list in Maropost.
Then assign this ticket to Elana in Active with a note to please verify payment. She will do so and add to that note and close the ticket reassigned to Anyone.
Please see related articles for account creation and email lists