MON 2- CCE
( Credit Card Exception)

Introduction to CCE

An order lands in the CCE queue because we were not able to authorize their payment.​
 
This can happen because the number or expiration date are wrong, the system timed out trying to authorize the card, the customer no longer has the card, insufficient funds or any number of reasons.​
 
Your job is not to debate the reason with the customer but to verify the card we have on file or get a new card for payment of their order.​

Accessing the CCE Queue
1. Click [Actions] and then type CCE.​
2. Click [OK].​
3. Select the type of product and brand based on instructions from your manager. Click [OK].​
4. Highlight an order and [GO TO ORDER].​
 
If a line highlights in red instead of blue, the issue is already being worked by someone else.


Review Order
As with all CSIs, you must review what has previously happened on this order to understand what needs to be done.​
- Review the Order Notes​, Messages​, and Order History.


Credit Card Details  =  Article KA-03529
The credit card status will dictate how CCE issues should be handled.

Wire code not found        CC not found        Order

 = Declined:
 The credit card was not authorized by the bank. This could be due to the card number, billing name or address.
 = Credit Card Number Not Found: 
Either the credit card is not on the order or ATLAS doesn’t recognize that it is there.
 = Authorization Network Timeout:
 This status code indicates that the system did not obtain authorization electronically in the time allotted. Many times, this is because the orders are coming faster than the system can authorize them.
 = Pick-up Card: 
There are many reasons why this may happen. The card was reported stolen, the customer is over their limit…do not debate this with the customer. Advise them to contact their bank to resolve.
 = Invalid Expiration Date:
 The expiration date on the order does not match the card.

Resolution
Contact the customer (and verify) to get a corrected/new card number or expiration date:
 
Use this scripting:
  "Hello my name is [INSERT NAME] I am calling from 1 800 FLOWERS.COM, regarding order number [INSERT ORDER NUMBER] dated for [INSERT DELIVERY DATE] to be delivered to [INSERT RECIPIENT NAME]. How are you today? (wait for and acknowledge customer’s response with appropriate tone). We have attempted to authorize your credit card payment and are not able to gain an authorization, may I verify your credit card number, & expiration date?”


Steps to Duplicate

1. Click [Actions] and type "DUP".
2. Enter the new information (Do not read the number to the customer).
3. Complete the order.
4. You will now be back in the CCE Queue.
5. Enter Order Notes.
6. Click [Actions], type "CAN" and click [OK] to cancel the original order.
7. First pop up: "Do you want to delete this order?"
   1. Select [Yes].
8. Second pop up: "Is this order fraud?"
   1. Always select [No].
9. Click [Exit].


Steps to cancel
1. Enter order notes.
2. Click [Actions] and type “CAN” and click [OK].
3. First pop-up:
    - “Do you want to delete this order?”
4. Select [Yes].
5. Second pop-up: “Is this order fraud?”
    - Always select [No].
6. Click [Exit].


Other Scenarios and How to Handle
If the CC status shows "Approved" leave order notes and resend the order.
 
If the CC status shows "CC not found" or "Authorization Network Timeout" try to authorize the card through actions "AUT" and if the card got approved, leave order notes and resend the order.
 
If the card declined, follow below.
   - If the order does not have "Can"or "AUT on actions buttons, click on "Complete order“ on the Customer Payment tab.
   - If the CC status shows "Declined" or "Invalid Expiration date" try to authorize card, if CC status remains the same, call customer to get alternative card.
     - If the customer provided a new card, go to CSI to duplicate the order.
     - If the customer declined providing card details, document then click on actions "CAN.“
     - If routed to VM, leave a detailed message and document order. Set up call back for 2 hours so we don’t leave multiple messages on the customer's machine or forget to call them a second time. After 48 hours, the order can be canceled.
     - On second attempt, leave a detailed voice mail, set up call back for 2 hours.
     - On 3rd attempt, call customer. If goes to voicemail do not leave another message. Send an email that order is cancelled as unable to authorize credit card. Cancel order leave detailed note



Passport Renewals

Passport Renewals are on run on a daily basis. With each run the CCE queue is impacted, especially during December when we have the most Passport sign-ups because the customer may have changed their card, not have expected and planned for the charge or any number of issues.
 
You see that the order is for Passport Savings for $29.99. Call customer to update order:
 
What to Say to the Customer:
   “Hi [CUSTOMER NAME]. I am calling today to inform you that your Passport membership is up for annual renewal. The credit card we have on file has been (declined, expired, or invalid). If you would like to renew with me today, we can continue with all of the great benefits you have enjoyed over the past year. May I please have your new payment method?”
 
Customer is nervous about giving their credit card number. Ask them to call Loyalty Priority at 844-466-0161.
Reach a voicemail: Leave a message for the customer to call us back at 844-466-0161.
Follow CCE guidelines in Article KA-01676 for the authorization exceptions to either DUP with the new card or cancel the order.
If the customer calls back at a later time, the order can be DUPed at that time.
 
 
Note: If a customer has questions about the Passport program that you cannot answer, transfer the customer to Loyalty Priority.


Leaving a Voicemail

1. Leave a voicemail message: 
    “Hello, my name is [INSERT NAME]. I am calling from 1800 FLOWERS.COM regarding your order, number [INSERT ORDER NUMBER] please contact us as soon as possible at 1-844-466-0161.”
2. Put in Order Notes saying to duplicate order when customer calls back.
3. Click [Exit].
4. You will now be back in the Master View List.
5. Highlight the correct order and click [Call Back].
6. The default person will be the customer.
7. The default time will be set for 2 hours in the future.
8. Click [Save] or [F6] on your keyboard.
 
If you leave a message for the customer, set up a call back for 2 hours so we don’t leave multiple messages on the customer's machine or forget to call them a second time. Follow the steps on previous slides for calling the customer back.


Summary

Each CCE issue requires a call to the customer.

Don’t engage with the customer about why the exception happened. If the Queue says “Pick Up Card” advise the customer to contact their bank.

If you obtain a new or corrected card number, DUP the order. If not, cancel the order.

If routed to voice mail, leave a detailed message and document order. Set up call back for 2 hours. On 2nd attempt, leave a detailed voice mail; set up call back for 2 hours. On 3rd attempt, call customer. If it goes to voicemail do not leave another message, send an email that order is cancelled as unable to authorize credit card.