![]() ![]() ![]() Eliminate the potential for fraudĪnother reason a card can be declined is due to potential misuse. To remedy the situation quickly, you can also ask the customer if they want to try another form of payment. If the card is valid and the information is correct, the customer should contact their card-issuing bank for more information. Sometimes customers forget to replace an expired card with the new one sent to them. You’ll also want to make sure the card is valid. ![]() It could be that the customer has recently moved and you have the wrong ZIP code, and a quick fix helps the transaction go through. Verify with the customer that the information entered is valid. If you’re using the Square Point of Sale app and the card numbers turn red on the screen when entered, it’s likely due to a data entry mistake. Confirm with the customer that you have the correct billing address and ZIP code. If the transaction was entered manually, the information entered must exactly match the cardholder’s account information that is on file with the issuer. This can give you some insight on next steps. Please verify the card number, expiration date, CVV, and ZIP code. Please have cardholder call issuer before retrying transaction. In the Square Point of Sale app, you’ll see one of the following four errors when a card is declined: If they used their card on a mobile POS device, they may see the declined message themselves. Most people have had a card declined at least once in their life, but it can still be embarrassing.Īs discreetly as possible, explain to the customer that their bank has declined their card. The best approach is to be as understanding as possible. Telling a customer their card was declined can be an uncomfortable conversation. While there are many reasons transactions can be declined, it helps when retailers have a set way of troubleshooting or remedying the situation to provide the best customer service. For example, the processor’s system could be down or the merchant isn’t running the latest version of their point-of-sale (POS) software. This could be due to a maxed-out card, a mistake in the entry, or potential fraud.Ī soft decline is when the card-issuing bank approves the purchase amount, but a failure takes place in another part of the transaction. Shoppers may assume the worst, but sometimes the reason has nothing to do with the customer’s finances.ĭeclines come in two types: hard and soft.Ī hard decline happens when the issuing bank doesn’t approve the credit card payment. According to a survey from, more than one in five American consumers said they have had a credit card declined at least once in the past 12 months, which is more than 40 million people. Unfortunately, the situation is fairly common. As a business, you work hard to compete for and attract customers, so when they’re ready to seal the deal and make a purchase, it can be frustrating and a bit awkward if their credit card is declined. ![]()
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