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When to use?
Customer is unable to place an order due to being blacklisted. The system flags the customer as high risk. The actual reason for blacklisting is a chargeback case with a partnered product, howver, we cannot disclose the real reason.
How to Handle?
How to Handle?
Empathize and acknowledge: Express understanding of the customer's frustration with being unable to place an order.
Apologize: Apologize for the inconvenience caused by the system restriction.
Explain the situation: Clearly state that the system has flagged the account as high risk, preventing order placement due to security protocols. Avoid mentioning chargebacks or partnered products.
Offer assistance: Provide alternative solutions like suggesting placing the order through a different method or connecting the customer with the sales team.
Reassure: Assure the customer that you're committed to resolving the issue and will escalate it if necessary.
Thank the customer: Appreciate their patience and understanding.
Example script:
Example script:
Initial Customer Contact:
"Thank you for contacting us about the issue with your order. I understand how frustrating it is to be unable to complete a purchase. I apologize for any inconvenience this has caused.
Our system has flagged your account for security reasons, preventing you from proceeding with the order. To protect your account and prevent fraudulent activity, we have strict protocols in place.
Would you like to try placing the order using a different card or payment method?
If the customer insists:
"I understand your concern. Unfortunately, due to system restrictions, I cannot provide specific details about the reason for the block. However, I can assure you that our system is designed to protect both you and our business from potential fraud.
To ensure your order is processed smoothly, I recommend trying a different payment method or placing the order over the phone. Our sales team can help with that. Would you like me to forward your current number to them? What time would you prefer a callback?
If the customer agrees:
"Thank you so much! Kindly wait for our sales team to reach out within the next 24 hours."
Avoid:
Mentioning chargebacks or specific reasons for the account being flagged.
Overpromising or making guarantees that cannot be fulfilled.
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