⭐ Declined Transactions Procedure Reference

Here are the step-by-step instructions for customer support agents to follow when a customer asks why their TRANSACTION IS BEING DECLINED.

Step 0) Update the ticket subject to "Declined Transaction".

Step 1) Check if the account has been frozen using the  

Step 2) Check if there are any on_hold payments using the   that may have caused an automatic freeze on the account. Explain the cause of the account being frozen. 

Step 3) Ask if the customer has the funds available and is ready for their Direct Debit order to be processed now. If the customer confirms, execute the activate Direct Debit order and if success, unfreeze the account using  

Step 4) Confirm the direct debit was successful and that the account is unfrozen and ready for normal use again.

Step 5) Check if the customer needs any further assistance and once they confirm nothing else, mark the ticket as solved.