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IntermediateTECHNICAL
How do you troubleshoot a payment failure reported by a customer while on a live call or chat? List the verification steps and escalation path you would follow.
Customer Service Executive
General

Sample Answer

When a customer reports a payment failure on a live channel, I stay calm and walk them through a checklist while keeping them updated. I first confirm the exact error message, transaction amount, order ID and timestamp, then verify card details (last 4 digits), billing address, and whether they used a saved payment method. I ask them to try a quick retry or an alternate card while I check backend logs and our payment gateway dashboard for declined codes or timeouts. If it’s a gateway decline, I escalate to Payments within 15 minutes with logs and customer consent; if it’s a fraud hold, I engage Risk immediately. I resolve about 85% of cases live and escalate complex ones with full context, cutting follow-up time to under 24 hours.

Keywords

Live checklist: error message, order ID, amount, payment methodBackend verification: gateway logs, decline codes, fraud holdsEscalation SLA: Payments team (15 min), Risk (immediate), follow-up <24 hrs
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