https://padlet.com/catherinequinonez/wnk66g5urtio0b05 Here is an example of a call made to a CUST asking to update the payment method. The CUST didn't take the call very well, after some answers from the agent that were not the most accurate. Let's give some answers to share how this could be handled from a better approach. en-us 2023-09-28 16:33:58 UTC 2023-10-04 05:09:52 UTC hello@padlet.com https://padlet.net/icons/png/1f3a7.png catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2724974867 Hi, Miss Kathy. We are trying to follow up about the order you got from Taco Shack, this is about the payment. The order is from 9 days ago. ]]> 2023-09-28 16:36:36 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2724974867 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2724993143 I order from ezCater a lot, let me take a look and see because I requested to be able to run the credit card back through. What's the process? What's your process? What do I need to get from you? ]]> 2023-09-28 16:48:56 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2724993143 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2724996049 I understand, so basically the system will keep trying every day to charge your charge your credit card to capture the payment.]]> 2023-09-28 16:50:58 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2724996049 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2724998465 We cannot get the payment if you keep running and running the payment without having a pre-approval of running the card, the card will lock. So that may have been what happened, because I haven't used the card, I've been on vacation. If you keep running the card, the card will lock. This is a company card. So maybe, what's wrong with th e card may be locked.  ]]> 2023-09-28 16:52:43 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2724998465 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725004526 Oh, I do apologize for this inconvenience, but I'm also glad to hear that you've been on vacation I think we all deserve a break from work once in a while you know. 
Since you're mentioning that we cannot use the credit card that we have on file, is there a new one that we can add maybe?]]> 2023-09-28 16:55:45 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725004526 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725006911 So, have you've been running the credit card every day without permission? ]]> 2023-09-28 16:57:22 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725006911 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725007116 Yes, ma'am as I mentioned is a process the system we made in order to capture the payment. Also, let me mention we tried to reach you before to let you know about this inconvenience with the credit card.]]> 2023-09-28 16:57:32 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725007116 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725008714 Yes, it will be as soon as possible and believe me it'll be the last payment you ever get from me because we're going to cancel our app, we'll go to somebody else, this is ridiculous. ]]> 2023-09-28 16:58:40 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725008714 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725014531 2023-09-28 17:03:05 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725014531 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725015196 I am sorry to hear that, do not worry we can pause this process and wait until you inform us the credit card has been approved so we can charge you.]]> 2023-09-28 17:03:36 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725015196 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725015983 2023-09-28 17:04:12 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725015983 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725016153 I'm sorry to hear about that, and also because we are interrupting your vacations with all this. Could you please be so kind to let us know when we can run the payment in order to avoid many attempts? ]]> 2023-09-28 17:04:20 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725016153 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725016827 I'm glad to hear that you order from ezCater constantly! 
The way that we handle this process is to get a credit card information to be able to capture the payment on your order. I see we already have a credit card on your account ending in 1234, could we still use that one to pay this order, or would you like to add another one?]]> 2023-09-28 17:04:46 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725016827 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725017172 2023-09-28 17:05:02 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725017172 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725017355 2023-09-28 17:05:09 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725017355 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725017564 Sure, I will be more than glad to provide you what we need from you. In this case, I would like to know if your registered credit card is available to make the charge now, otherwise we need to have a new credit card to make payment. This can be entered by you in your account and let us know when it's ready via email, text message, chat or a phone call. ]]> 2023-09-28 17:05:18 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725017564 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725018945 Yes, unfortunately that is the way we handle pending capture payments to ensure the funds will be cover, but once it is paid we will no longer be charging the card or contacting you about the situation.]]> 2023-09-28 17:06:25 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725018945 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725019881 2023-09-28 17:07:10 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725019881 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725020053 2023-09-28 17:07:18 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725020053 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725020667 Yes (CUST's Name) as part of our process, we are running the payment every day to see when it's possible to make the charge. If we don't have a successful charge, we will call our customers and will let them know about it. That's the reason of this call, to let you know about this situation, to see if we can run the payment with this card or a different one or if you have any special instruction to us. ]]> 2023-09-28 17:07:44 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725020667 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725021532 I totally understand where you're coming from, and we truly do not want to lose you as the valuable customer you've been. Here's what we can do: let's pay this order in total to end this failed capture request we are getting due to the credit card is not running. And if it's okay with you, give us another chance! 
I can definitely help you on setting a new order and providing a 10% discount due to the inconvenience caused, and as I see on your account you order a lot from Carrabba's Italian Grill. So what do you think? Dessert can be on ezCater :)]]> 2023-09-28 17:08:20 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725021532 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725021721 I am really sorry for the inconvenience, totally understandable your position, and we will wait until you advise us we can capture the payment to avoid this inconvenience in the future with you. ]]> 2023-09-28 17:08:29 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725021721 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725021855 2023-09-28 17:08:35 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725021855 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725021997 2023-09-28 17:08:41 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725021997 catherinequinonez https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725022170 I'm really sorry to hear about that. We would like to keep giving you a great service, and also trying to find possible solutions regarding this situation. For example, if you spend more than $5k you can apply for an invoicing account. I can send you additional details if you want to?]]> 2023-09-28 17:08:48 UTC https://padlet.com/catherinequinonez/wnk66g5urtio0b05/wish/2725022170