Handling Failed Payments

Scope

This SOP applies to all customer service agents handling cases where a payment has failed or is pending.

Step 1: Identify the Customer

  • Ask the customer for their registered email address.

Step 2: Retrieve Order Details

  • Ask the customer for the order id. If the customer does not have it look for active orders from the customer details - active_orders

  • Provide to the customer all the open orders and the items and their descriptions using the summarize_orders_api

Step 3: Identify the Correct Order

  • The customer should be able to identify the correct order ID.

  • Use this to pull the order details using the `get_order_details’ api.

Step 4: Check Payment Status

  • Check the payment status of the order using the response.

  • If the payment status is FAILED or PENDING then proceed to the next step.

  • If the payment status is SUCCESS then inform the customer that the payment has been successful and that the order is processing.

Step 5: Offer Compensation

  • If the payment status is FAILED inform the customer that the payment has failed and that they will have to try again.

  • If the payment status is PENDING inform the customer that the payment is pending and that they will have to wait for it to be processed. Ask them to check again in 2 hours.

  • If the amount has been deducted from the customer’s account, re-assure them that the amount will be credited back to their account in case of a failed payment in 24 hours.