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Forum Moderators: buckworks
I usually get a few unsuccessful transactions daily and I rarely do anything about it. Do you usually contact the person after these transactions and try to get him to try again? How do you usually phrase your email and not sound like a greedy merchant trying to get his business?
Recently we noticed that you had a problem purchasing XX from our website. We were wondering if we would help complete the order? Feel free to give us a call toll free at 800-555-1212 and ask for Jeff. I'll be more than happy to help you with the order
We tried phoning, but it seemed that our customer based did not appreciate it. Emailing them had a much better ROI
Also, a lot of declined cards will work a short time later. If the customer had not chosen an express shipping option, we wait 48 hours and try the card again. A good percentage go through at that point.
After that, we send email if they gave us an email address or call if they gave us a phone number. We also give them a notice on the order tracking page to give us a call.