TFG account declined SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Step 1 - Troubleshooting

  • Step 2 - Escalation

  • 
    

1. Purpose

This SOP covers the process to follow when a customer is trying to check out using their TFG account, but their TFG account transaction is being declined.

2. Procedure

Decline error messages 
Cross-referencing the decline error message the customer is receiving with the decline reasons below will allow us to identify the reason for the decline better:

• Card number not in correct format:- CardNumber is not 19 digits

• CVV not in correct format:- CVV not 3 digits

• An internal error occurred. Failed to verify CVV:- Vision is down. The customer can try again later

• Card verification failed. The CVV was not valid:- The CVV provided by the customer is incorrect

• Card verification failed. Failed to get account details:- Vision is down. The customer can try again later

• Card verification failed. Account status STATUS is not valid:- The account has an invalid status where STATUS is one of the following:
  
  

• LOST_CARD_NO_PURCHASE_ALLOWED, 

• WRITTEN_OFF,    

• DECEASED, 

• ONLY_PAYMENTS_ALLOWED, 

• ATTORNEY, 

• INSOLVENT, 

• CONTRACT_EXPIRY, 

• NO_CREDIT_SALE_ALLOWED, 

• SOLD_ACCOUNT
  
  

• Card verification failed. Phone number: 078XXX and email: email@mail.com are not valid contact details:- The phone number is not a valid ZA phone number, and the email is invalid. The customer needs to have them updated
  
  

• Card verification failed. Could not send OTP:- The otp service could not send the otp. e.g., Twilio failed to send the SMS 

Step 1 - Troubleshooting

1.1) If the customer received an error message as seen above, guide the customer as per their error -

• Is the customer entering their various details correctly (Card number / CVV)

• If the customer inserts their CVV incorrectly 5 times, their card will be soft-locked for 24 hours for online payments. 

• Should the customer try again later due to an issue on our side (Vision down)

• If there is an issue with the customer's account, proceed to step 1.2.

1.2) Check the customer's TFG account details on TFG Credit Self Service. If using their TFG account/card number. Check if there are any restrictions or blocks on their account. If there are any restrictions or blocks on their account, proceed to step 2.1. If there are no restrictions or blocks on their account, proceed to step 2.2.

Step 2 - Escalation

2.1)  Do not tell the customer the specific reason as to why their account is restricted or blocked. Advise the customer that they will need to reach out to TFG customer services to address the issue on their account, preventing them from completing their transaction.

2.2 If there are no restrictions and the customer is still unable to check out, escalate to the relevant Tech Team using the  Fintech TFG Money - General Tech Request Service Request (SR)

Note:

• This SOP is a living document and should be reviewed and updated regularly to ensure accuracy and relevance.

• All employees involved in the process should be familiar with and adhere to this SOP.