Payment Page Frozen

This SOP addresses cases where the payment page freezes after the customer initiates a payment.

Resolution Steps

Case Description

The payment page becomes unresponsive after the customer starts the payment process.

Steps to Resolve

1. Request Information from the Customer:

   • Ask the customer to provide their registered mobile number on Shory.

2. Access Customer Details in Admin Portal:

   • Navigate to Admin Portal > Customer Profile > Customers List.

   • Locate the customer using their mobile number.

   • Click on the customer's email link to access their details.

3. Check the Policies Section:

   • Verify if a policy has been issued:

   • If a policy is issued:

     1. Inform the customer:

        • "Your payment was successful, and the policy has been issued."

   • If no policy is issued:

     1. Check the Payment Status on Payment Checkout Portal:

        • Ask the customer to provide the last 4 digits of their payment card.

        • Search on the Payment Checkout Portal using the provided details and the date range of the transaction.

     2. Determine the Payment Status:

        • a) Payment Successful:

          • Escalate the issue to L2 support, indicating the successful payment but no policy issued.

        • b) Payment Unsuccessful:

          • Inform the customer of the failed transaction:

            • "The transaction was unsuccessful. Please retry after addressing the reason for the failure."

          • Provide specific guidance based on the failure reason (e.g., insufficient funds, incorrect card details).

General Verbiage

"I understand the inconvenience caused. Let me check the payment and policy details to assist you further."

Conclusion

By following these steps, the issue of a frozen payment page can be effectively diagnosed. Successful transactions require escalation to ensure policy issuance, while unsuccessful payments should be communicated to the customer with appropriate next steps.