Handling Declined Cards

When an order comes to RO via a channel and is paid for via a credit/debit card and the card transaction is declined by the bank ( we only charge in RO before despatch) we are finding that in many circumstances right clicking on the transaction to void it is not working. There is therefore no way to create an amount due and record a new payment within the original order. The only option left to us is to cancel and replace the order.

The problem with this (Besides not giving the customer any automated emails from an RO order - tracking etc) is that for items with limited or JIT only stock is that they loose their place in the queue as the order now has today's date. Which creates and a real Customer Service problem.

Has anyone else encountered a similar issue and have you found any creative workarounds?

Jason

January 27, 2017 05:13

Did you ever figure out a solution for this?

Alisdair Troup

January 27, 2017 06:43

No - I have asked a few times and have an open ticket but there has been no solution offered. We still have to cancel and replace - or if the goods are in short supply and we do not want to loose allocation priority to set to zero value and the charge on a separate order for the goods.

Hopefully we will eventually be given a decent solution and I will update you when I get some feedback.

January 27, 2017 17:01

Bummer. Keep me posted, I have a draft of an FSA to revamp the entire credit card/trade credit aspect to fix a lot of these issues and loopholes.

Handling Declined Cards

Didn't find what you were looking for?

Comments