The Ecommerce Minute: Retaining Customers After a Decline

Watch episode seven of The Ecommerce Minute to learn how to salvage declined transactions and make right with the customer.


October 27, 2023

The Ecommerce Minute: Retaining Customers After a Decline

Episode 7: Retaining Customers After a Decline

We've all been there: Trying to make a purchase online only to have our payment declined. It's frustrating for the customer and can lead to lost sales for merchants, but there are ways to salvage the transaction and retain customers.

First, offer alternative payment methods. If a credit card payment is declined, for example, offer the option to pay with a debit card, a digital wallet or a bank transfer. Next, provide clear instructions. Let the customer know why the payment was declined and how they can resolve the issue. Advise them to contact their bank or credit card company if needed.

Offering incentives can also help. Discounts or free shipping on the next purchase can encourage the customer to return and complete the transaction. And don't forget to follow up with the customer to ensure the issue has been resolved and offer assistance if needed. Different approaches can be taken based on the reason for the decline.

For example, if it's due to insufficient funds, aside from offering alternative payment options, you can advise them to check their account balance. By taking a customer centric approach and providing alternative payment options, clear instructions and incentives, merchants can increase the chances of salvaging the transaction and retaining the customer.

Remember, excellent customer service is key to retaining customers even after a declined payment. With these steps, you can improve the customer experience and potentially increase sales and customer loyalty.

Still have questions? The team at is always here to help, so reach out anytime.