How to use Transaction Events
By: Ziyad Parekh
Tags: Ecommerce, Payments, Pakistan, Startup

Learn how to take advantage of transaction events help your customers complete their payments.

This is part II of our series around transaction events. If you want to read part I please click here.

What to do when a customer complains about declined transactions

Customers can frequently experience declines when trying to make purchases through Safepay. This can happen for a number of reasons. Some of which depend on their issuing bank and some are declined from our end.

Safepay will never decline genuine transactions. Only those which we deem are fraudulent will be declined and for every one of those declines, we will present a formal reason with an explanation as to why that transaction was declined. Our fraud detection software is meant to keep you safe from chargebacks or disputes.

For genuine transactions, we now provide merchants reasons explaining why the gateway denied a customer’s transaction. There can be many reasons for example, declines pertaining to invalid information provided, or cards not being enabled for international purchases, or not having enough funds in the account. Each decline reason will now be provided to the merchant so that they can communicate back to their customers.

For example, below is a screenshot of a transaction that was declined during the Authorization phase the first time due to invalid information provided by the customer. The merchant was able to communicate this information back to the customer, who then provided the correct information and was able to successfully process the transaction.

What to do when a customer complains about funds debited from their account but the transaction never went through

Often times, a customer will be able to authorize their card but the authorization will not be captured. This can result in customers getting notifications from their bank about funds being placed “on hold” or funds being “debited” even though the final transaction never went through.

In these cases, customers will often reach out to merchants and ask them why their funds were removed even though the purchase was never completed. Although, these Authorizations will eventually be reversed automatically by the issuing banks, we often reverse these authorizations for customers as soon as possible to alleviate their concerns. Starting today, merchants can reverse any unwanted authorizations for their customers straight from the dashboard without having to contact Safepay. Heres how to do that

Find the transaction that was Authorized but never Captured Click the Reverse button and confirm whether or not you wish to reverse the authorization Click the blue button in the modal and wait until the reversal is processed After it is reversed, your customer will get an automated email telling them that the authorization has been reversed in full.

Conclusion

We hope that these new features provide more insight for merchants into how their customers are paying through Safepay. If you have any comments or questions, please leave them below or feel free to reach out to us at help@getsafepay.com

We ask everyone that communication around any bugs or issues encountered relating to these releases to be directed to our support email so we can address them promptly.

Thank you for choosing Safepay