Differences

This shows you the differences between two versions of the page.

--- tips:bill_decline [2025/06/15 23:43]
20.171.207.218 old revision restored (2025/06/15 23:30)
+++ tips:bill_decline [2025/06/15 23:44] (current)
20.171.207.218 old revision restored (2025/06/15 23:31)
@@ Line 1: / Line 1: @@
 ====== Attempt to bill a customer results in a Soft Decline ======
-Sometimes when [[howto:bill|attempting to Force Bill a customer]], the charge will result in a Soft Decline. This means that the bank is blocking the charge.
+Sometimes when [[howto:bill|attempting to Force Bill a customer]], the charge will result in a Soft Decline. This could be due to an internal error or it could be that the bank is blocking the charge.
 {{:tips:soft_decline2.png|}}
-What you can do:
+**What you can do:**
-  - Ask the customer if they have another card you can try to bill.
-  - Let the customer know you will try again in a few hours and will [[general:callbacks|get back to them]].
-  - The customer will need to contact their bank to allow the charge to go through.
+  - Ask senior agent what the error code is referencing. They will instruct you what to do.
+  - If no senior agent available Let the customer know you will try again in a few hours and will [[general:managing_call_backs|get back to them]].

Dial Customer Solutions Internal CS Wiki