Sometimes, we get failed transactions, either due to network issues or payment gateway delays. When this happens, act quickly to support users. If a user complains they’ve been debited but their wallet doesn’t reflect the payment, verify and escalate it immediately. Here’s how:
- Start by collecting the user’s registered phone number to help trace their transaction on the backend.
- Ask for the transfer receipt showing the transaction reference number, payment channel, and amount paid.
- Get the user’s source account number and the bank name used for the repayment.
- Record the exact date and time of the transaction for accurate investigation and faster resolution.
- If possible, request a screenshot of their bank statement to confirm that the payment wasn’t reversed.
Once you’ve gathered all required details for failed transactions, escalate the issue to support@lendsqr.com for prompt backend review.
This process ensures accountability and builds customer trust, especially when dealing with sensitive loan repayment issues. In some cases, users may raise false claims. Use the bank statement to validate or disprove such reports. When resolution is complete, communicate transparently with the user and confirm when their wallet reflects the repayment.
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