Embedded Files
Payment successful
Payment successful
When the customer said that the payment was deducted from her
Double Charge:
Tag "Before delivered-Payment problem-Repeated debit "
Double Charge:
Tag "Before delivered-Payment problem-Repeated debit "
The customer was charged more than one time;
Ask for proof (deduction notification, transaction ID)
Check if she has an order on the system (search with everything you can; email, phone number, and customer's name).
If there was no order on the system create a CEP ticket to the payment team
If there's one order only, ask the customer to contact her bank as it might be a "pending payment" that usually will be refunded within 7-14 days.
If she checked, raise a CEP ticket to the payment team to refund her
If there was more than one order, you need to inform the customer that her order was duplicated and proceed according to her answer.
Fraudulent Card
Tag "Before delivered-Payment problem "
Fraudulent Card
Tag "Before delivered-Payment problem "
When the customer says that she was charged but she didn't place any order with Cider
Check with the customer information on the order and use the template;
Recipient Name:
Email:
Shipping address:
If the customer confirms that she hasn't placed the order and doesn't know the name in the order proceed with a refund by applying CEP ticket
High-Risk Order
High-Risk Order
The order might get canceled due to High-Risk reasons, you can check the reason from the operation in the order details
Forwarded address:
Forwarded address:
The address of the customer cannot be reached by any shipping company
Most of the actual orders are from customers in Latin America. Since many logistics cannot be delivered directly to the local area
Solution: Ask the customer to choose another accessible address for her.
Multi receivers:
Multi receivers:
The system recognized multiple recipient names with the same card/device/phone
Solution: Ask the customer to make sure she's using one account on Cider.
Multi email addresses:
Multi email addresses:
The system recognized the same card/device/phone is linked with multiple Cider registered email addresses
Solution: Ask the customer to make sure she's using one account on Cider.
High-risk score rated:
High-risk score rated:
The score detected by the payment platform for this transaction is too high
Solution: Ask the customer to try another payment method after 24 hours.
Change cards frequently:
Change cards frequently:
The customer has changed her card frequently
Solution: Ask the customer to try after 24 hours and not to change the card many times.
Different billing address:
Different billing address:
The customer's order country and the actual payment card issuer country are inconsistent or the Zip code is not matched.
Solution: Ask the customer to try again after 24 hours and to use a card from the same country of the shipping address or try another payment method like PayPal
Frequent record of failed transactions:
Frequent record of failed transactions:
The customer fails to pay with the same card multiple times
Solution: Ask the customer to try after 24 hours and to change the card.
No reply for authorization:
No reply for authorization:
The system has sent an authorization email to the customer but did not receive a response from the customer
Solution: Ask the customer to provide the verification details and send them to the payment team.
Macro:
To ensure that this order transaction is carried out under your informed authorization, we would require any relevant identity verification information such as your Passport information, ID card information, driver's license,
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