Subject: Payment issues procedure
From: Subir Chakma <[email-masked]>
To: Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, "Obaidullah B. Abu Baker" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil P Walia <[email-masked]>
Cc: admin <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Fri, 17 Oct 2014 19:27:43 +0530 (IST)

Hello, 

Please go thru the update below on some changes with payment troubleshooting. 

We should always troubleshoot step by step as we normally do for credit card issues, but do not ask for card informations as we use to do before. It is not needed. 

Everyone, please read, understand and acknowledge. Thank you. 

Hello team,  

If we have customer complaining that he/she can't make a payment, please follow the steps below: 

-Ask if they are trying to make payment with PayPal or credit card: 
    
  1. For PayPal , ask if the error i showing on Borderlinx shipment release page, or when they try to enter details on PayPal payment form.  

-If the error is on PayPal form, than it means that they are not entering correct information- need to contact PayPal directly.  

-Same applies if after entering all details correctly, they get transferred to Borderlinx and get error "Authorisation failed..."- need to contact PayPal as they rejected the transaction. 

  2. For credit card , do not ask for card information . Take customer's suite and go to cs.borderlinx.com and check if attempts are showing under "payments".  

-If there are no attempts, that means that customer is not passing payment form.  

-If there are attempts and transactions are showing as refused, please escalate ticket to L3 to check the issue further.  

  3. For Citibank cards , ask for BIN number (first 6 digits) if the customer is complaining that he/she cannot update new card.  

If the customer is complaining that the payment is not going through, please go to cs.borderlinx.com and check attempts in "payments". If there is refused transaction you will be able to see possible reason. If reason is not showing please escalate to L3. 

If you have any questions, please feel free to ask.  

Thanks,  
Ljubica&Julia