During payment processing, transactions can sometimes fail. This could happen for many reasons, such as network issues, incorrect payment details or issues from our payment providers. When this happens, it’s crucial to know how to investigate the issue and manage customer complaints effectively.
Learn more here: How to Trace Transaction Details
For instance, a customer might have transferred ₦10,000 into their bank account from their wallet, however, they never received the money and the wallet reflects this transaction. If a customer reports a failed payment or claims that a transaction was completed but has not reflected in their wallet, certain steps should be followed to investigate:
Gather Essential Information
To verify the transaction, request the following details from the customer:
- The user’s registered phone number/ email address
- A receipt or confirmation of the bank transfer
- The source/ destination account number and bank name
- The transaction date
Verify the Transaction
Use the admin console to cross-check the transaction by following these steps:
1. Navigate to Customer Management and select Customers
2. Locate and select the customer with the reported transaction issue
3. View the customer’s details and go to the User’s Transactions module
4. On the User’s Transactions page, review all transactions associated with the customer. Use filters such as Status, Reference, and other parameters to refine your search
If the transaction is not visible in the transactions table, escalate the issue by sending the gathered information to support@lendsqr.com for further investigation and resolution.
Watch the video below to view how to handle a customer’s failed transaction on the Lendsqr admin console.
Read more: How to communicate with delinquent borrowers