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What does a shopper see if his card is declined? Emailed?
Rank: Member
Joined: 3/3/2006(UTC)
Posts: 1,737
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....about the only thing I can't test, 'cause I have good credit..... this week. I've gotten an order with a declined card. I really am shocked that it looks (at least on paper) like a legit order except for the payment status. Before I contact him, I'd like to know: What does the shopper see on the cart page when the charge is declined? I'll assume the "Thank You...." screen still shows up because I'm still getting an order and an order number is assigned. What else gets the message to the shopper that the sale really isn't going to be filled? Does he just have to read the email confirmation very carefully?? Doesn't his email confirmation still say "This is an order confirmation, Please retain for your files"? Any way to alter this? There isn't an email template for failed transactions. <edit> similar Q at: http://forums.bvcommerce.com/default.aspx?f=78&m=49150 |
Optimists invent airplanes,
Pessimists buy parachutes. |
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Rank: Member
Joined: 2/21/2007(UTC)
Posts: 1,113
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Mitch,
If you are using online payment authorization, it should not go through. Are you sure the customer tried to use creidt card, was declined (the message says "there is a problem with your credit card" -- something like that), and then switched to Telephone or Check/mail? I get those, and on the Payment Screen it shows the declined credit card transaction, but the order only went through because they then clicked on Telephone.
I wish we had the ability to edit those messages. I can't tell you how many times a customer has seen "Duplicate Transaction" because they attempted to put through a declined card a second time, and then I get an email or a call and they tell me they only want one order, that they somehow put through two!
I don't know who your payment processor is, but Authorize net gives you the ability to have them email the customer a transaction receipt, though I'm not sure they get one if it is declined because I opt not to have that sent (customers get enough emails as it is). |
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Rank: Member
Joined: 3/3/2006(UTC)
Posts: 1,737
|
I found my answer in one of the workflows. You need to flip the switch to get the edit-able message to appear. http://www.bvsoftware.co...;s/HandlingDeclines.aspx |
Optimists invent airplanes,
Pessimists buy parachutes. |
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