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I take orders and do customer service for a gourmet beverage device. Our website is VERY security minded therefore in order for an order to placed the BTA and phone MUST match what the cc issuer has on file AND the card number, name on card, experation dave, and card verification number must match as well.
In the all too frequent circumstance that a STUPID customer butchers the bta or phone number but manages to get the card info right, there will be an authorazation hold placed on the card and the order will NOT place and the hold will poof disapear in a few days (excact # depending on bank). When one does this there is a short bit of text in red that is an error message explaining the BTA or phone does NOT match what the cc issuer has on file and to EMPTY the shopping card and try again making sure to match info.
Now that you know the system (its SIMPLE) on to the call:
Me: How may I asist you?
SC: I tried placing an order it gave an error and did not go through but there is a charge on my online banking.
Me: May I have the email address you TRIED to place the order under?
CS: Reels off cryptic nonsensical email at WARP speed on the absolute worst cell phone connection in the world making sure to sigh heavily at key points like this is VERY HARD and beneath her.
Me: Is your email address _____ (off by one letter before @ and explained I hear NOTHING between the @ and .rr.com because her phone signal had completely dropped out).
CS: Are you stupid my email is?
Me: I cannot get into your account without the correct email I WILL NOT CONTINUE until I verify and have it correct so please be patient or call back on a BETTER CONNECTION.
CS: You have no idea what your doing!
Me: I will be glad to help you but I MUST have your email CORRECT (gets email correct after pulling teeth and much over dramatic sighing on custmers part).
ME: What sort of error message did your order give you?
CS: DUH! its said "Oppsie Try Again!"
Me: NONE of our error message are remotely close to that, they are all a few sentences long and explain the nature of the problem AND the solution.
CS: NO! it said "Opps try again" what does this have to do with anything YOU charged my card and there is no order placed you MUST refund me NOW!.
ME: Even though that error message is not correct I have a very good idea of what is going on, SOMETHING about your BTA and phone DOES NOT match what your cc issuer has on file, BUT you entered all the card info correct so our computer system placed whats called an Authorazation Hold on your card but the order did not place so instead of an order shipping out and the hold turning to a REAL charge, it will disapear in a few days.
CS: I'm not stupid (yes you are), I know what an authoration hold is and this is not one you charged me.
ME: (explain auth holds EVERY way possible hoping it will sink in)
CS: You obiviously don't know what your doing transfer me to a supervisor
ME: no problem (places on hold and GLEEFULLY waits 10 minutes for a supervisor)
Supervisor advises customer a) order did not place b) the hold is NOT a charge and will not become a charge c) we cannot and will not refund something not charged d) the hold will go away soon
CS: <click>
She is in for a suprise tommorow, she was trying to be all slick and just give me her email, I could never get it pulled up right when she kept mispelling it, but I eventually did. She gave my sup no info (I gave him the email), I was able to make a dummy order in her account and through that get ALL her cnt information. Our head of customer service will give he a phone call (doesn't think we have her number) to let her know the HOLD is NOT a charge and WILL go away soon.
That stupid woman made me so angry and the stupid error message, if you don't remember the message just say so, but OPPS TRY AGAIN doesn't fly on a proffecional well desinged web site.
In the all too frequent circumstance that a STUPID customer butchers the bta or phone number but manages to get the card info right, there will be an authorazation hold placed on the card and the order will NOT place and the hold will poof disapear in a few days (excact # depending on bank). When one does this there is a short bit of text in red that is an error message explaining the BTA or phone does NOT match what the cc issuer has on file and to EMPTY the shopping card and try again making sure to match info.
Now that you know the system (its SIMPLE) on to the call:
Me: How may I asist you?
SC: I tried placing an order it gave an error and did not go through but there is a charge on my online banking.
Me: May I have the email address you TRIED to place the order under?
CS: Reels off cryptic nonsensical email at WARP speed on the absolute worst cell phone connection in the world making sure to sigh heavily at key points like this is VERY HARD and beneath her.
Me: Is your email address _____ (off by one letter before @ and explained I hear NOTHING between the @ and .rr.com because her phone signal had completely dropped out).
CS: Are you stupid my email is?
Me: I cannot get into your account without the correct email I WILL NOT CONTINUE until I verify and have it correct so please be patient or call back on a BETTER CONNECTION.
CS: You have no idea what your doing!
Me: I will be glad to help you but I MUST have your email CORRECT (gets email correct after pulling teeth and much over dramatic sighing on custmers part).
ME: What sort of error message did your order give you?
CS: DUH! its said "Oppsie Try Again!"
Me: NONE of our error message are remotely close to that, they are all a few sentences long and explain the nature of the problem AND the solution.
CS: NO! it said "Opps try again" what does this have to do with anything YOU charged my card and there is no order placed you MUST refund me NOW!.
ME: Even though that error message is not correct I have a very good idea of what is going on, SOMETHING about your BTA and phone DOES NOT match what your cc issuer has on file, BUT you entered all the card info correct so our computer system placed whats called an Authorazation Hold on your card but the order did not place so instead of an order shipping out and the hold turning to a REAL charge, it will disapear in a few days.
CS: I'm not stupid (yes you are), I know what an authoration hold is and this is not one you charged me.
ME: (explain auth holds EVERY way possible hoping it will sink in)
CS: You obiviously don't know what your doing transfer me to a supervisor
ME: no problem (places on hold and GLEEFULLY waits 10 minutes for a supervisor)
Supervisor advises customer a) order did not place b) the hold is NOT a charge and will not become a charge c) we cannot and will not refund something not charged d) the hold will go away soon
CS: <click>
She is in for a suprise tommorow, she was trying to be all slick and just give me her email, I could never get it pulled up right when she kept mispelling it, but I eventually did. She gave my sup no info (I gave him the email), I was able to make a dummy order in her account and through that get ALL her cnt information. Our head of customer service will give he a phone call (doesn't think we have her number) to let her know the HOLD is NOT a charge and WILL go away soon.
That stupid woman made me so angry and the stupid error message, if you don't remember the message just say so, but OPPS TRY AGAIN doesn't fly on a proffecional well desinged web site.
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