If you receive a return call from a customer regarding a Credit Card Decline,
or are working queues, open the order via AX91 and read all notes regarding the CC Decline.
All credit cards must approve through Outlaw.
Do not place orders on hold/complaint unless the customer has a true complaint
to file.
Customer: "I'm calling because I received an email that you cannot get
authorization to process my charge? What happened?"
Customer: "I'm calling because I received an email or Voice Mail that you
cannot deliver my order."
Agent's Response: "I sincerely apologize , upon checking here in my end we have
been unable to obtain authorization to use this card. Do you have another card we can try?"
Customer: "Why is that so?"
Agent's Response: "Unfortunately, it goes through an automated system that either accepts or denies the charge. As of this time they are denying payment, but they do not let us know why. It could be that we have incorrect account information. May I verify your account number?or do you have another card?"