Scenario:

If a customer's online payment fails but the order is still placed, the system will automatically convert it to Cash on Delivery (COD) to ensure order fulfillment.

Policy Guidelines:

  1. Payment Failure Handling:

    • If the payment is unsuccessful, but the order is created, it will be converted to COD automatically.

    • The customer will be notified via SMS.

  2. Refund Process:

    • If the amount was debited despite the failure, it will be refunded within 3 business days by the bank or wallet.

    • Customers should check their statement after this period.

  3. Customer Communication:

    • Inform customers about the COD update and expected refund timeline.

    • If the refund is not received, they can reach out for assistance.

Communication:
I see that your order payment was not successful, so we’ve changed it to Cash on Delivery (COD).

You can pay at the time of delivery. If any amount was debited, it will be refunded within 3 business days by your bank or wallet. Please check your statement after this period.

Tagging:  Payment gateway>Payment not received    

DTCODE: DT00025