Credit Card Decline
Audience : Order Management (OM)
Automated Notifications to customer on Day 1 and 2
Automated Payment Decline notifications to customers
2nd Payment Decline Notification
1st Payment Decline Notification
Configurable Automatic Retry
Customer Self-Serve Payment Link to retry Credit Card Payment
- Automated Payment Decline Customer notifications for Credit Cards, GooglePay and PayPal. Available only for Online transactions
- Decline Notifications configurable from PAAS UI (Payment As A Service)
- 2 Decline Notifications sent to Customers with Error Codes, where retry possible
- Single Decline Notifications sent to Customers without retry
- Payment Link for Credit Card Payments with 3DS validation
- Auto-cancellation of fraudulent DPIDs based on error codes
- Payment Link regeneration and Payment Resubmit from PAAS UI
Secure Link – Customer’s View
OP Process from Day 3
From Customer Care to Order Processing
What will be the new process for Order Processing ?
(GBS OP/OM in EMEA and
GBS OP/DOM/OM/Sales in APJ) ?
Also, for the customer that paid with GooglePay/PayPal not necessary to ask them to order from scratch, a quote could be created respecting the original pricing and a customer can go via QTO o PQTO and complete the payment with GooglePay or PayPal. Once done original DPID could be cancelled
No need to reprocess anything until automated notification process is completed (no actions required until Day 3)
Cannot view full CC numbers in the tools
Will help to change to a different card or payment method
May need to get Credit Card details directly from the customer
OP team in US/CA do not do any reprocessing without customer’s consent. They send one more automated email asking customers to contact them. Once customer comes back, they would help to retry in DSA, update, rebook. The same may be adopted by individual teams. However, each team may follow their own reprocessing process after automated cycle got completed
If a customer is not willing to share CC details on the phone, then a quote could be created respecting the original pricing and customer can go via QTO or PTQO (Quote to Order) to complete the payment and get an order created. Once done original DPID could be cancelled
Payment as a service (PAAS) Scope
Scope of PAAS functionality
Pay code Controlled by PAAS Functionality
EMEA – Google pay (UK), Credit Card, Paypal (UK, FR, DE, IT, ES, to be enabled the following months in BE, IE, CH and SE)
APJC - Paypal (AU), Google pay (AU), credit card(not applicable to China and Korea as in these countries Online Payment is before checkout)
Payment Decline notifications sending available for the following countries (Commercial and Consumer Online)
Note: PAAS UI does not cover Offline transactions, only Online
EMEA: UK, SE, IE, AT, NO, DK, FR, NL, BE, ES, IT and D
APJC: MY, AU, NZ, HK, SG, TW, JP and IN
THANKYOU!
Credit Card Decline
Prema Latha
Created on January 18, 2023
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Transcript
Credit Card Decline
Audience : Order Management (OM)
Automated Notifications to customer on Day 1 and 2
Automated Payment Decline notifications to customers
2nd Payment Decline Notification
1st Payment Decline Notification
Configurable Automatic Retry
Customer Self-Serve Payment Link to retry Credit Card Payment
Secure Link – Customer’s View
OP Process from Day 3
From Customer Care to Order Processing
What will be the new process for Order Processing ? (GBS OP/OM in EMEA and GBS OP/DOM/OM/Sales in APJ) ?
Also, for the customer that paid with GooglePay/PayPal not necessary to ask them to order from scratch, a quote could be created respecting the original pricing and a customer can go via QTO o PQTO and complete the payment with GooglePay or PayPal. Once done original DPID could be cancelled
No need to reprocess anything until automated notification process is completed (no actions required until Day 3)
Cannot view full CC numbers in the tools
Will help to change to a different card or payment method
May need to get Credit Card details directly from the customer
OP team in US/CA do not do any reprocessing without customer’s consent. They send one more automated email asking customers to contact them. Once customer comes back, they would help to retry in DSA, update, rebook. The same may be adopted by individual teams. However, each team may follow their own reprocessing process after automated cycle got completed
If a customer is not willing to share CC details on the phone, then a quote could be created respecting the original pricing and customer can go via QTO or PTQO (Quote to Order) to complete the payment and get an order created. Once done original DPID could be cancelled
Payment as a service (PAAS) Scope
Scope of PAAS functionality
Pay code Controlled by PAAS Functionality
EMEA – Google pay (UK), Credit Card, Paypal (UK, FR, DE, IT, ES, to be enabled the following months in BE, IE, CH and SE)
APJC - Paypal (AU), Google pay (AU), credit card(not applicable to China and Korea as in these countries Online Payment is before checkout)
Payment Decline notifications sending available for the following countries (Commercial and Consumer Online)
Note: PAAS UI does not cover Offline transactions, only Online
EMEA: UK, SE, IE, AT, NO, DK, FR, NL, BE, ES, IT and D
APJC: MY, AU, NZ, HK, SG, TW, JP and IN
THANKYOU!