Subject: LTK1221603656050X - Ritika
From: subir chakma <[email-masked]>
To: Ritika Yadav <[email-masked]>
Date: Thu, 23 Apr 2015 18:58:57 +0530 (IST)

Firstly, when someone has a problem while using our service- you apologize for such error, inconvenience caused. 

Thereafter, you assure them that you'll try to resolve the issue best you can- this is important to make the Cx feel valued and attended. 

Straight faced questions can put off customer. Never do it. There is always a better way to phrase a sentence. 

Few things that you should have pointed out to this Cx- 

- As you are getting the option to enter OTP, it means  you've been directed to your B ank page. Our system approved the authorization, but your bank appears to be refusing the transaction. 

As the error seems to be from your bank, kindly contact them directly. They should be able to advise on the problem. 

Should there be any successful duplicate transaction to us, do let us know and we will refund them. 

Ritika: Welcome to Borderlinx. Thanks for your enquiry. Please allow me a moment while I read your query/question. 
Andi Lim: hi its me again 
Andi Lim: so i made the payment and it brings me back to the same page 
Ritika: Yes. 
Ritika: What card are you trying to use to make the payment? 
Andi Lim: citibank 
Andi Lim: visa 
Ritika: Does that card belongs to your Singapore address. 
Andi Lim: yes 
Andi Lim: i even verified it 
Andi Lim: with the OTP code 
Ritika: What error are you getting? 
Andi Lim: nothing 
Andi Lim: it throws me back to the page for payment 
Andi Lim: i dont want to try this again and get charged twice 
Andi Lim: i already put in the OTP code which means it went thru 
Andi Lim: can you please tell me what to do next 
Ritika: Well your shipment is not yet released and I can see that we have not charged you. Please check with your Bank if money has been deducted or not. And also try to change the browser to Internet Explorer. 
Andi Lim: firstly your website is not very friendly compared to others 
Andi Lim: this is the first and the last time i will be using this service 
Andi Lim: so do i do this again? 
Andi Lim: you know what forget it 
Andi Lim: i will try this again