Subject: Payment error procedure
From: Subir Chakma <[email-masked]>
To: "Subodh Subodh. Roy" <[email-masked]>, Naveen Rawat <[email-masked]>, Nivesh Agarwal <[email-masked]>
Date: Thu, 22 Jun 2017 20:32:52 +0530 (IST)

https://lsmindia.freshdesk.com/solution/articles/6000089301-payment-error-procedure 

Payment error procedure 

What is the customer using? Card or Paypal? 

    1. If Paypal, customer will need to contact Paypal. 
    2. If customer is using a Card: 

    * 
We first need to clarify if the customer is actually getting the page where the payment error message is shown or not (Bank page). 

    * 
If he does not get to it and he gets stuck at entering payment details, please advise him to check the following details (On Borderlinx page) : 

Cardholder name - The name stated on your credit card is correctly entered with no symbols (dots, accents etc) 

Card number - Number of your credit card without spaces, dashes or any other characters except numbers 

Expiry date - It should be minimum one month from current date. If the card expires in February and customer is trying to pay in February, the details will not be accepted. 

Billing address - Need to match with the address under which the card was registered. No symbols either. 

Terms and Conditions check box - It is mandatory to be selected if you wish to proceed with the payment. 

3. If customer actually gets a payment error message (usually the general one): 

    * Please ask from which country he is trying to make the payment: If customer is from a high risk country and he is trying to pay from a country different from the one he wants to ship to, the payment will be rejected. Customers must pay from the country the account is located and with a card issued in that country. If customer is using proxy, he would need to disconnect it. 

    * If he is trying to use American Express, the CVC code is 4 digits at the front of the card. For any other card, this is 3 digits at the back of the card. 

    * If member group is Citi, please check expiration date of the registered card. He must use only the card that is registered with Borderlinx. Incase the customer has been issued a new Citibank credit card; he must update it first before trying to make the payment. 

Procedure to update the new Citibank card- 

Login to your Borderlinx account and click on My Account > My Personal Details > Update new card details. Enter the new information you wish to change. 

Then click "Save my details" to confirm the new changes. 

4. If once the payment details have been entered, he is redirected to bank´s site and he is actually able to enter authentication details at bank’s window, then the rejection may be because: 

    * 
The bank refuses it or he is entering wrong authentication details. 

If none of these solutions fix the issue: 

1. If member group of the customer account is Citibank, please send the following details to [email-masked] (IT Department): 

    * Last four digits of the card (available in CS) 

    * 
BIN number (first six digits of the card) 

For any other issue, please escalate it to L3. 

High risk countries: Saudi Arabia, Egypt, Malaysia, Brazil, Philippines, India, Indonesia. 

_____________ 

Subir Chakma 
Operations 
LiveSalesman.com 

Phone: +91 120 4332621, Ext: 2 3 
Mob: +91 9716481117 
Skype: subirlsm