Understand why the payment failed (error in the system)
Failed payment: Your card number is incorrect.
Suggested Script:
“It looks like the payment didn’t go through because the card number appears to be incorrect. Would you like me to read back the number to double-check, or would you prefer to provide the details again?”
Failed payment: Your card has expired.
Suggested Script:
“It looks like the payment didn’t go through because the card has expired. Do you have a different card you’d like to use?”
Failed payment: Your card’s security code is invalid.
Suggested Script:
“It looks like the payment didn’t go through because the security code (CVV) appears to be incorrect. I have xxx. Is this correct?
Failed payment: Your card does not support this type of purchase.
Suggested Script:
It looks like the payment didn’t go through because this card doesn’t support this type of transaction. Some cards have restrictions on certain types of purchases. You may want to check with your bank to see if they can allow the payment, or we can try a different card if you have one available.”
Failed payment: Your card was declined/Failed payment: Your card has insufficient funds.
Suggested Script:
“It looks like the payment didn’t go through because the card was declined. Sometimes, banks decline transactions for security reasons. You may want to check with your bank to see why it was declined. Would you like to try another card instead?”
Failed payment: Your card does not support this type of purchase
Possible Customer Responses & Replies:
- If they want to retry the same card:
“Absolutely! Let’s try it again. If it still doesn’t go through, your bank may need to authorize the transaction.” - If they want to check with their bank first:
“That’s a great idea. Can I call you back in 30 minutes to secure the booking? - If they want to use a different card:
“No problem at all. Please provide the new card details when you’re ready, and we’ll process the payment.”
If the customer says : “”I have money in my account; the payment shouldn’t have failed,”
“I completely understand—that can be frustrating. Sometimes, banks decline transactions for security reasons, or there may be a temporary hold on certain types of payments. The best thing to do would be to check with your bank to see if they can authorize the transaction. In the meantime, would you like to try the payment again or use a different card?
Any other errors: call Jess to verify if payment went out. If none, ask if they have another card or try to reprocess.
If Jess has confirmed money has been taken out – tag Mia in technical to move the order to order list to mark as paid.
Stripe decline codes:
https://stripe.com/gb/resources/more/a-complete-list-of-decline-codes