Unable to Place Order

Created by Jhonel Alfaro, Modified on Sat, 19 Apr at 10:50 AM by Jhonel Alfaro

General Information	Questions	SOP
Unable to Place Order	What can I do to help a customer experiencing issues with the order going through?	Provide basic troubleshooting steps for the customer at checkout: • Does the billing address match the address for the credit/debit card being used? • Has the card number been entered properly (16-digits)? ASCC is a 16-digit card. • Does the expiration date match the card being used? ASCC does not have expiration date. • Does the CVV match the card being used. ASCC does not have CVV. • Is your available balance on your credit card over the amount of the purchase? • Is your card unlocked? • Have you activated your card? If the card just arrived. If these options do not help, you may offer to place the order for the customer (OOBO).
Unable to Place Order	How can I assist if the page routes back to checkout continuously or the order isn't going through after trying multiple payments?	In some cases, if the customer has attempted to place their order multiple times it may not process. In addition we sometimes see the customer may experience looping. If the site is looping or does not allow the customer to place an order, please enter a ticket to assist the customer. You may also try to login and out of OOBO to see if works. If the problem is with their payment, it might 1 of the 2 things here: • If the agent or customer attempted to use a PLCC and the order was unsuccessful, they need to contact Bread. • If the customer has checked with Bread and there are no issues, and the customer is still experiencing issues with other payment methods then they may have been flagged for fraud. In this case, you should open a ticket and escalate it to Awilda to check.
Unable to Place Order	How do I fix the email error on the checkout page?	To fix the issue, all you have to do is click off of the email area or hit tab on your keyboard and the error will go away. If you have a customer contacting us, please apologize for the issue and have them just click off of the email section, or click tab for the error to go away. Then they can finish ordering. Suggested Script: "I'm sorry that you are experiencing an error with your email address at checkout. To finish completing your order, simply click off of the email area or hit tab on your keyboard. Then the error message will go away and you may finish ordering."