Change Error Message to give customers clarity

Change Error Message to give customers clarity

Zoho,

When a customer tries to sign up through a hosted payment page and their credit card gets declined, they get the most ambiguous message:  "There was a problem processing the request. Please try again later or contact us at {admin email address} for further assistance."

We have only started using Zoho Subscriptions last week in production and have had multiple customers email and call us asking us why there is a "technical error" on this page. We had to explain that their credit card was declined. They thought the error message meant that there was an issue on our end/server. We had to explain to them that this is not the case.

Here are the issues that we see with the message as it is presented to customers:

1. Ambiguity of the Problem: The message doesn't inform the customer that the issue was specifically related to their credit card being declined. Instead, it only says that there was a problem processing the request, which could mean anything from a server error to a problem with their personal information.

2. Lack of Guidance: The instruction to "try again later" may not be helpful since the problem may persist if it's related to the credit card itself. If the card is being declined, trying again later likely won't resolve the issue. Also we use API to generate hosted payment page, so they can't access that page more than an hour later.

3.Increase in Customer Support Queries: Without a clear explanation, customers will end up contacting our support team unnecessarily, putting more strain on my support resources.

4. Loss of Trust: A lack of transparency might lead some customers to feel that the process is untrustworthy or unreliable.

Can you please update this error with specific details about the issue and guide the user on what steps to take next? Here's an example:

"Unfortunately, we were unable to process your request due to an issue with the credit card information provided. Please double-check your card details and try again. If the problem persists, contact us at {admin email address}, and we will be happy to assist you."

    • Sticky Posts

    • Introducing Invoice Consolidation for Offline Subscriptions

      Hello Folks, Glad to announce the feature of Invoice Consolidation for Offline Subscriptions. If you are having multiple subscriptions for your customers, now, you can send a single consolidated invoice for all the Offline Subscriptions that are getting renewed on the same date. Advantage?  Customers will be receiving single invoice instead of multiple invoices upon renewal. Also reduces your efforts in follow-up with your customers for payment collections. For Example: If Customer has Subscription

    • New feature: Create back-dated subscriptions

      Hello from the Zoho Subscriptions team. :)   We’re happy to announce that today marks the launch of a much-awaited feature: creating back-dated subscriptions!   From here on out, whenever you create a new subscription with an activation date that is earlier than the present date, you’ll no longer get an error. Instead, you'll be creating a back-dated subscription. This means that the subscription started at that earlier point in time. The next billing date will be calculated automatically based on

    • Announcement Regarding Notification Emails

      Hello Everyone! This announcement is regarding the admin notification emails which you've been receiving from the email address "support@zohosubscriptions.com". From the 1st of October, 06:00 GMT, the emails with the following subjects will be sent from "no-reply@zohosubscriptions.com". Unable to send invoice for the profile - {profile_name} Unable to process auto payments. If you have set up any filters or workflow in your email account, please add "no-reply@zohosubscriptions.com” and  “support@zohosubscriptions.com”

    • Zoho Subscriptions plugin for WordPress

      Zoho Subscriptions plugin for WordPress allows you to easily embed your plan specific checkout page in an iframe with just a few mouse clicks and without a single line of code. How can WordPress Zoho Subscriptions Plugin boost your productivity? It's now easier to embed Zoho Subscriptions checkout page in your WordPress site. Forget the old method of logging in to Zoho Subscriptions, copying a URL and scripting to make adjustments. All this can be done automatically through this plugin. A great time

    • Indian GST organisation Migration Guide

      With respect to the new GST regime releasing on July 1, 2017in India, Zoho Subscriptions Indian edition is also gearing up to make your business GST Ready. This article focuses on how to get your existing organisation in Zoho Subscriptions to migrate to the new GST regime.    Note:  Any organisation created on or after July 1, 2017 will already be GST ready. You wouldn't have to migrate your organisation. Migrating your existing organisation to support GST To migrate your existing organisation to