Payment Failures - Trains
Last Update - Sept 02,2024
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Introduction:
Payment failures are a common challenge in the online travel agency (OTA) industry, impacting both customer satisfaction and business operations. These failures can occur for various reasons, such as connectivity issues, incorrect payment details, server downtime, or technical glitches in payment gateways. Understanding the causes and implementing effective solutions is crucial for minimizing disruptions and enhancing the user experience. By addressing payment failures proactively, we can build trust with their customers, reduce the risk of lost bookings, and streamline the transaction process, ensuring a seamless and reliable booking experience. In this SOP we will discuss the ways to handle the Payment Failure queries.
Payment Failure Important Points and Reasons for Failure:
Payment failures on the ixigo app can occur due to a variety of reasons. Here are some common factors that can lead to payment issues:
Technical Issues - Server Downtime: Temporary unavailability or maintenance of the payment gateway or ixigo’s servers can cause payment failures. Network Connectivity: Poor internet connection on the user's side can interrupt the payment process.
Payment Gateway Issues - Gateway Errors: The payment gateway may face technical problems, causing the transaction to fail. Timeouts: Delays or timeouts in the communication between the app and the payment gateway can result in unsuccessful transactions.
Bank-related Issues - Insufficient Funds: The account being used for payment may not have sufficient funds to complete the transaction. Card Issues: Problems with the credit/debit card, such as it being expired, blocked, or not authorized for online transactions. Bank Server Downtime: The bank’s servers might be down or experiencing issues, leading to transaction failures.
User-related Issues - Incorrect Details: Entering incorrect payment details like card number, CVV, or OTP can cause the transaction to fail. Multiple Payment Attempts: Repeated attempts to make the same payment can sometimes result in failures due to security concerns. Session Expiry: If the payment session times out due to inactivity, the transaction may not go through.
Security Issues - Fraud Detection: Transactions flagged as suspicious by the bank or payment gateway’s fraud detection systems can be blocked. Incorrect OTP: Entering the wrong OTP sent by the bank can result in payment failure.
App-specific Issues - Outdated App Version: Using an outdated version of the ixigo app might cause compatibility issues with the payment gateway. Bugs/Glitches: Software bugs or glitches within the app can disrupt the payment process.
Steps to Resolve Payment Failures - 1. Check Internet Connection: Ensure you have a stable internet connection. 2. Verify Payment Details: Double-check the entered payment information for accuracy. 3. Sufficient Funds: Ensure there are enough funds in your account or that your card has not expired. 4. Retry Payment: If the transaction fails, wait for a few minutes and try again. 5. Contact Support: If the problem persists, contact ixigo’s customer support or your bank for further assistance. 6. Use Alternate Payment Methods: Try using a different payment method, such as another card, UPI, or net banking.
Work instructions:
Step No. | Process Steps | Action | Ownership |
1.1 | Customer contact received enquiring about payment failures |
| Customer |
1.2 | Collect below details from the customer - Trip ID or PNR (either)
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Agent to check if the customer's payment has failed on oneview and check if it was a dropped transaction.
In case of dropped transactions, customer to be informed that the payment failed as the customer did not complete the payment process and dropped off in between.
In case of other reasons of payment failure, customer to be informed about automatic refund.
If the payment info is not captured on oneview, agents to give generic TAT of 7 days.
If the payment is already captured, agents to give TAT of refund based on payment mode | In-house Team/ RM Team In-house Team/ RM Team |
| If the Refund SLA is breached and user has not received refund |
| Customer |
1.4 |
| Advisor to check the refund status on oneview and in case no refund info is available, same needs to be raised to L2. Backend teams will check the case on PG and in case of any discrepancy, these cases to be raised to PG POCs or internal tech team, if the refund is in pending or failed status
| In-house Team/ RM Team |
1.5 | L2/Trains Support team will pick ticket from Freshdesk | The Backend team will ensure the refund is successfully processed and will in turn infirm the customer via Freshdesk | L2/Trains Support |
FaQs:
- Question : I was charged, but my booking status shows a payment failure. What should I do? Answer - In case of any deduction your amount will be auto reversed within 7 days from the date of transaction. Also, advisors should check the transaction details on OneView to ascertain whether any amount is captured or not.
- Question - Why did my payment fail even though my account has sufficient balance?” Answer - Customers often face payment failures despite having enough funds. They might be because of any network issue or incorrect details could be the cause.
- Question : I entered my payment details, but the screen froze, and I didn’t get a confirmation. What should I do? Answer - In such cases, review the customer's details in Oneview and check for any relevant transactions that match the amount and date of the transaction. This will help us provide a conclusive resolution.
- Question : The transaction failed, but the amount was deducted from my account. How can I resolve this?” Answer : Customers may be concerned when they notice a deduction without a corresponding confirmation of service or booking. In such cases, review the customer's details in Oneview and check for any relevant transactions that match the amount and date of the transaction. This will help us provide a conclusive resolution.
- Question : I received an error message saying ‘Payment Gateway Timeout’. What does this mean?” Answer - A "Payment Gateway Timeout" means that the connection between your system and the payment gateway took too long, causing the transaction to fail. This can happen due to network issues, server delays, or high traffic volume. If you encounter this error, it's best to wait a few minutes and try the transaction again. If the issue persists, please check with your bank or payment provider, or contact customer support for further assistance.
- Question : I tried multiple times, but my payment keeps failing. Is there an issue with the website?” Answer - Repeated payment failures can frustrate customers, leading them to believe there might be an issue with our website or payment system. Hence advise the customer to change the mode of payment and try after sometime.
- Question - Can I use a different payment method if my transaction fails again?” Answer - After experiencing a payment failure, customers might inquire about alternative payment options to successfully complete their transaction.
- Question - Will my booking be held if my payment is unsuccessful?” Answer - No, bookings will not be successful incase payment is unsuccessful.
- Question - How long does it take for a failed transaction amount to be refunded to my account?” Answer - This is a common concern as customers want to understand the timeframe for refund processing after a failed transaction.In such case advise the customer that refund should be credited in 7 days from the date of transaction
- Question - Why do I keep getting ‘Transaction Declined’ errors? I’ve used this card before without any issues.” Answer - Customers may be puzzled by repeated declines, especially if their card has been used successfully in the past, and they seek an explanation for the sudden issue. In such cases empathize with the customer and if no failure reasons mentioned in Oneview then please raise to L2 for further investigation.