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The Customer Is Complaining That He/She Is Facing An Issue/Error While Trying To Pay Using His/Her Card
Investigation & Action
Investigation & Action
First check the card type from Payfort, as we only support (MasterCard/VISA) cards only, we don't support for example American Express "AMEX" cards. If the customer is not using a supported card type educate the customer and no further action is needed.
IF the customer is using a supported card type, follow the below steps:
Check the error message of the declined transaction from payfort following the below steps:
Examples of error message related to the customer or the bank:
If the error message in the "More information" section mentions that the customer should contact their card issuer, ask the customer to contact his/her bank. As the issue is from the bank.
If the error message in the "More information" section mentions that the customer entered a wrong CVV, inform the customer that the CV was wrong and that is why the transaction has been declined and he can try again and write the correct CVV
Note: The above error messages are for example and don't required a complaint, and same goes for any error message related to a bank issue or wrong entry from the customer side. Don't file a complaint and educate the customer as per the message content.
If the error message was unclear or related to a technical issue, follow the below:
Ask for a screenshot with the error, telling the customer to try another card to proceed with the booking
IF the customer doesn't have another card, send the customer (Payment Link) with the ride cost to be added as a balance in the wallet and then book the ride
If the booking can’t be processed via payment link using the same card, the customer should use another card regardless the reason of the decline.
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