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To re check with service provider or maybe his entering something wrongly,and if his preety sure its nothing we could make a few calls to enquire on what the problem is
The first thing I would do is to listen to the customer till he /she finish. I will then thank him / her for sharing this feedback with me, apology for any unpleasent experience or incinvenience that has been resulted.
I will request the customer to provide his / her card #, time of teh transaction and other details so I can check what exactly was the problem and get back to them with a resolution. Ensuring to the customer that our organisation always puts the customer as a priority and we will make sure the issue is resolved within (soecify the time it will take).
I will also request the customer to give me his / her mobile # and will agree with him / her on a time when I will get back and call to share the resolution and the cause of the problem. Meanwhile, I will also give the customer my direct phone number and email address and request him / her to get in touch with me anytime if further assistance is needed.
if you trust him give him on credit.
First, to tell him that these things happen sometimes. and ask him whether he can remember if he has enough balance to pay or not. if not, you tell him that you will reserve the goods he/she wants to take for two days and he is welcomed to come through that time, and tell him that this is done for him because he is a valuable customer.
we apologize for this Situation but you should try again and if this problem happened one more time we will make sure that our system has a problem and we will send the product to you without using credit card
(If you are sure that he will lose nothing, he is worried uselessly) comfort him with smile saying, "Dear do not worry at all, we are here to assist you, nothing is wrong with your card/money, your account is very secure, we are working on it, the trouble caused is due to busy hours" (It is my personnel view, every one has different approach to convincing the customer )
I will listen to the customers complain and emphatize with him. Then I inform him that we will retry to use his card. If it istill did not work I will ask if he had any other mode of payment, while I will also advised him to call the card company because in case he will use it again and there is nothing wrong with the card, he will face the same dilemma.
you have to know the credit card type , issuer , as some clients have to activate the credit card online service on his card and other banks doesn't allow this service and also the message appears on your site , finally the credit card expiry, the available limit & the last time used
