Payment methods not loading SOP

Table of Contents

• 1. Purpose

• 2. Scope

• 3. Procedure

  • Context

  • Step 1 - Investigation

  • Step 2 - Troubleshooting

  • Step 3 - Escalation

1. Purpose

This SOP covers the process to follow when a customer is trying to checkout, but the payment methods are not loading.

2. Procedure

Context

In certain instances, when a customer attempts to checkout, the payment methods may not load. This is often caused by a weak or unstable internet connection. This can usually be fixed with some basic troubleshooting. 

Step 1 - Investigation

Ask the customer the following questions:

• Are you experiencing this issue on web (Mobile or computer)?

• Can the customer provide a screen recording of the error, if not, we will need a screenshot of the error.

Step 2 - Troubleshooting 

2.1) The customer has to log out and log back in to their account. 

2.2) If possible, switch to a faster connection (eg. if you have access to faster wifi, use that instead)

2.3) Scroll to the bottom of the page. If you see a Reload Checkout link, it means checkout has not fully loaded. Click on the link.

These steps should fix the issue the customer is experiencing. If the issue still persists, proceed to step 3.

Step 3 - Escalation

3.1)  Log a Service Request (SR) to the Omnicomm Payments Team by using the Omnicomm Payments General Tech Freshservice Request .

3.2) Refer to the Escalation Support SOP for further escalation details and steps. The SOP will cover the information that needs to be provided and how to handle feedback from the escalation team.

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.