These problems are all from my call center pharmacy job. I get at least 5 calls like this per day. A little background: when a customer pays with a credit card, the information must match what their card company/bank have.
A credit card will only be denied if there are insufficient funds, wrong zip code, wrong billing address or wrong CCV number from the back of the card. When the card is denied, the customer must call their bank.
Only problem is that sometimes, when a card is denied, the customer may see a "charge" on their account, but it's only pending. The charge will drop off at midnight of the day card was declined. I understand if you get freaked out when theres a charge on your account and we say theirs no order, but please trust me when I say your money will be back into your account! Don't attack me with your stupidity!
Me:
SC:stupid ass people that call me
Me: Good morning *opening crap*
SC: Yeah, you guys charged my account, but I have no order number.
Me: (thinking-great, I already know whats coming) OK, let me pull up your account. *Takes phone number attached to account**Sees no recent order*
Sir, you have no pending order with us. It sounds like your payment method was denied--
SC: Um...NO! I have more than <insert ridiculously huge amount of money here> in my account. Also, theres a charge from you guys, so give me my order number.
Me: I understand, sir. However, it was probably <insert reasons for denial, leaving out the insuffient funds part>. You need to call your bank and see what information is wrong, or what happened. Also, our system will reject your money at midnight, and that money goes back to your bank. It takes the bank a few days usually to put the funds back to your account.
(I know this sounds confusing, bear with me)
SC: I am NOT calling my bank! YOU charged MY account, and if you won't process my order, then I want that money back NOW!
Me:*repeats everything I just said*
Customer hangs up and calls bank. At this point, they call me back.
SC: They said that they need a fax from you to release the funds.
Me: We don't send faxes until the funds have been captured for at least 3 days. You will have to let the process take it's course. Until then, you can either use a different card, or wait.
SC: But I need this money NOW! That's all the money I had! (After they just told me that they had a ridiculously huge amount in there) I expect my package to be delivered tomorrow, then. Humph! *haughtily hungs up phone*
At this point theres nothing I can do. Just rinse, lather and repeat.
Also, this pharmacy does not sell time sensitive things, such as insulin or anything. We sell medications to help with headaches, pain and muscle relaxants. As such, we get some people who abuse these medications, and will do anything to get discounts, free shipments and stuff. But thats for another thread. Those stories are slightly more fun.
A credit card will only be denied if there are insufficient funds, wrong zip code, wrong billing address or wrong CCV number from the back of the card. When the card is denied, the customer must call their bank.
Only problem is that sometimes, when a card is denied, the customer may see a "charge" on their account, but it's only pending. The charge will drop off at midnight of the day card was declined. I understand if you get freaked out when theres a charge on your account and we say theirs no order, but please trust me when I say your money will be back into your account! Don't attack me with your stupidity!
Me:
SC:stupid ass people that call me
Me: Good morning *opening crap*
SC: Yeah, you guys charged my account, but I have no order number.
Me: (thinking-great, I already know whats coming) OK, let me pull up your account. *Takes phone number attached to account**Sees no recent order*
Sir, you have no pending order with us. It sounds like your payment method was denied--
SC: Um...NO! I have more than <insert ridiculously huge amount of money here> in my account. Also, theres a charge from you guys, so give me my order number.
Me: I understand, sir. However, it was probably <insert reasons for denial, leaving out the insuffient funds part>. You need to call your bank and see what information is wrong, or what happened. Also, our system will reject your money at midnight, and that money goes back to your bank. It takes the bank a few days usually to put the funds back to your account.
(I know this sounds confusing, bear with me)
SC: I am NOT calling my bank! YOU charged MY account, and if you won't process my order, then I want that money back NOW!
Me:*repeats everything I just said*
Customer hangs up and calls bank. At this point, they call me back.
SC: They said that they need a fax from you to release the funds.
Me: We don't send faxes until the funds have been captured for at least 3 days. You will have to let the process take it's course. Until then, you can either use a different card, or wait.
SC: But I need this money NOW! That's all the money I had! (After they just told me that they had a ridiculously huge amount in there) I expect my package to be delivered tomorrow, then. Humph! *haughtily hungs up phone*
At this point theres nothing I can do. Just rinse, lather and repeat.
Also, this pharmacy does not sell time sensitive things, such as insulin or anything. We sell medications to help with headaches, pain and muscle relaxants. As such, we get some people who abuse these medications, and will do anything to get discounts, free shipments and stuff. But thats for another thread. Those stories are slightly more fun.
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