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Customer Has Problems With Credit Card Payment

"We had 2 customers yesterday who complained about credit card process. One tried 4 times and kept getting a message that zip code didn't match but he says it does."

When a customer complains that the store wouldn't let them use their credit card, but they absolutely entered correct information, it is almost always either an attempt to scam the store, or it is just plain user error.

All Miva Merchant does is go out to your credit card processing gateway (such as Authorize.net) to process the card. It can happen that there is a problem with the processor temporarily. Generally, if other customers are successfully making payments, the store is working.

HOW TO TELL IF IT IS A SCAM

The customer will claim their card was charged, or was charged multiple times, but you won't be able to verify this. Here's an example:

"I have tried five times, unsuccessfully, to place an order on your website. I was told the address was incorrect. I used the address every way possible. Now, I have about $500 in pending charges on my cards that I used."

If you get a complaint like that, log into your gateway or merchant service provider account and see if the claimed charges are shown. If they aren't, tell the "customer" you have been unable to verify the charges, and ask them to provide evidence.

WHAT TO DO IF CUSTOMER COMPLAINS THE STORE WON'T ACCEPT THEIR CARD DESPITE CORRECT INFORMATION

If other orders are being successfully placed, this is almost always an error on the part of the user. Most commonly, someone in their family changed the billing address on the card and didnt' tell them, or, the credit card company has suspended the card due to suspicious activity.

This is the only way it can be checked into:

1. Get all the order information including credit card info from the customer over the phone.

2. Go into the store and try to place the order yourself. If it works, then it was either user error, or it was a temporary outage on the processor end.

3. If it doesn't work, log into your gateway (such as authorize.net ) and try to run the card manually.

4. If it doesn't work, no matter what the customer said, there is something wrong with the card information provided.

5. Only if you can't run the card through the store, but can run the card manually, is there a problem with the store.

 
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Article details
Article ID: 1
Category: Miva Merchant
Date added: 2012-09-23 09:36:39
Views: 778
Rating (Votes): Article rated 3.0/5.0 (65)

 
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