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Simple Order API
Best
Practices for Disruptions
To minimize business disruption and consumer dissatisfaction, it is recommended that merchants
consider some or all of the best practices for handling outages.
Cybersource
recognizes that service disruptions can greatly impact your business,
and for that reason, we continue to invest in redundant, fault-tolerant systems to
minimize service disruptions. Unfortunately, despite our efforts, service
disruptions do occasionally occur. In addition, bank processors sometimes experience
outages that are entirely out of our control. When these disruptions occur, they can
hamper your ability to complete sales in a timely fashion. To capture these sales
and ensure customer satisfaction, it is recommended that you consider implementing
some or all of the following best practices.1. Accepting orders during
the outage period
Consider adding logic to your systems
to accept some or all orders during service disruptions. These transactions
can be marked as "pending" within your system and retained internally
until the disruption is over.
Once the outage period ends, you can submit the pended transactions to
Cybersource
to receive a credit card authorization. If the authorization is approved, your
processing flow can proceed as normal. If the authorization is declined, contact
impacted customers via e-mail or telephone to request another form of payment.2. Selectively fulfill orders
If possible, you should delay shipping product until after systems come back online and you are
able to authorize your customer's credit card. If this is not feasible for any
reason, you can reduce your risk of loss by requesting
Cybersource
to run an Internet Fraud Screen score and/or a Delivery Address Verification look-up
to help validate the consumer's identity. You can also use the dollar amount of
transactions and the requested shipping priority as part of your criteria in their
fulfillment decision.If you sell digital goods online
and don't have the luxury of delaying fulfillment until a later time,
you should also consider these techniques to minimize your risk
while providing a high quality customer experience.
3. Refer customers to your
customer service telephone center
If it is not possible
to accept orders and put them into pending status as described previously,
consider displaying your customer service telephone number on your eCommerce
web site.
Cybersource
Professional Services is available for consulting and/or
implementation projects in this area. Please contact your Account Manager for more
information.We hope that these suggestions help you to successfully manage the problems associated with any
service disruption. If you have any questions regarding these best practices, please
don't hesitate to contact your Account Manager or
Cybersource
Merchant Support.