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RERUN- Reprocessing of a payment due to a previous declined transaction.
RERUN- Reprocessing of a payment due to a previous declined transaction.
*We understand that this might cause inconvenience, and I want to sincerely apologize for any disruption this may cause to your plans
To handle Rerun
To handle Rerun
Acknowledge the Dispute: Begin by acknowledging the customer's concern and their decision to dispute the transaction. Let them know that you take their concerns seriously and are committed to resolving the issue.
Clarify the Rerun: Explain to the customer that the rerun of the credit card transaction was an attempt to process the payment again after the initial transaction was declined. Provide details about why the rerun was necessary, such as technical issues, incorrect payment information, or other factors.
Reasons for the Rerun: Clearly outline the reasons why the transaction was rerun. If there were specific issues with the initial transaction that you attempted to address, explain them to the customer. Be transparent about any communication or steps taken regarding the rerun.
Policy and Procedures: Inform the customer about your company's policies and procedures regarding declined transactions and reruns. Explain any relevant terms and conditions that may apply to the transaction process, including authorization protocols and payment processing guidelines.
Documentation and Evidence: Provide any documentation or evidence that supports your explanation of the rerun transaction. This may include transaction records, communication logs, or screenshots of relevant information.
Resolution Options: Offer potential resolutions to address the customer's concerns. This could involve refunding the disputed amount, providing compensation or credits, or offering alternative solutions to rectify the situation.
Open Communication: Encourage open communication with the customer and invite them to ask questions or seek clarification about the rerun transaction or any related issues. Ensure that they feel heard and valued throughout the process.
Follow-Up and Feedback: After addressing the customer's concerns and reaching a resolution, follow up with them to ensure that they are satisfied with the outcome. Invite feedback on their experience and use it to improve your processes and customer service in the future.
I never authorized a rerun. Why was it processed without my consent?
I never authorized a rerun. Why was it processed without my consent?
***"I completely understand your concern. We strive to ensure transparency in all our processes. In this case, the rerun was initiated to resolve the initial decline and complete the transaction. I apologize if there was any miscommunication or inconvenience caused by the rerun."
***"Thank you for providing the details. Upon reviewing our records, I see that there was an initial decline for the transaction on [Date]. To ensure the payment was processed successfully, our system automatically attempted to rerun the transaction.
I see multiple charges for the same transaction or amount
***"It appears that our system attempted to rerun the transaction several times. I understand why this would be alarming, and I apologize for any inconvenience it has caused."
***"Upon reviewing our records, it seems that the transaction encountered difficulties during the initial processing, which prompted our system to automatically rerun it. While multiple attempts were made, it seems they were all unsuccessful until one finally went through. I understand this may not have been the experience you expected."
***"I completely understand your concern. Rerunning transactions is a standard practice to ensure that legitimate transactions are processed successfully. However, I recognize the importance of transparency and communication in these situations, and I apologize for any confusion caused by the multiple attempts."
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