What to check
Provide the order reference, last four digits, amount, currency, time, card state and redacted error. Explain the expected outcome and the actual result.
Common pitfalls
Do not send a full card number, security code, password or verification code. Remove unrelated users’ details from screenshots.
The next step
Keep updates in the same case for the same order, and retain the resolution for reconciliation rather than creating conflicting duplicate cases.
Before taking action
- Confirm the merchant, currency and product requirements before selecting an available card.
- Check card status, the balance timestamp and the original order; distinguish pending from completed.
- Retain a redacted error and avoid duplicate submissions while an outcome remains uncertain.
Keep useful evidence
Record the event time and time zone, order reference, current state and redacted message. Separate completed steps from unresolved outcomes. Do not publish a full card number, security code, password or verification code. Keep support discussions tied to the specific order.