Overview:

Payment failures should not lead to drop offs. Automating payment failure workflows saves not just operational time, developer effort but also ensures a better checkout experience for the user. This is one journey, that should not be forgotten.
 

Industry:

Ed-Tech

Use Case:

Transactional: Payment failure cross-channel workflow

Events:

payment_failure

Webengage.Track(“payment_failure”, {

/*String*/
“Name” :
“Email” :
“Contact” :
“Page URL” :
“Occupation” :
“Gender” :
“Course name” :
“Level” :  

/*Date*/
“Date_of_payment” :
“Account_created_date” :

/*Time*/
“Time_of_payment” :
“Account_created_time” :

/*Number*/
“Sessions” :
“Number of purchases” :
“Course value” : 
“Course duration days” :

/*Boolean*/
“Logged in” : 1
“Newsletter subcribed” : 0

/*array*/
“recommendation_on_course” : [“COURSE1”, “COURSE2”, “COURSE3”, “COURSE4” ]
“related_tests” : [“TEST1”, “TEST2”, “TEST3”, “TEST4” ]

})

Step by step explanation:

1. The Journey gets triggered for a user when payment failure occurs across any session.

2. On failure, workflow instantly triggers an onsite message asking the user to check his/her registered email/SMS for an alternate payment link.

3. Workflow also checks if the same user is reachable on email and SMS. It then triggers an Email and SMS with the 'alternate payment link'

4. Workflow wait upto 10 mins for the user to re-attempt the payment (this time limit can depend on the payment link expiry time).

5. If the user completes the payment successfully, update user details. On timeout, exit the journey. If the user again encounters a payment failure, he will enter the journey again.

Pls note the template to be used for both Email and SMS needs to be 'transactional' to enable bypassing unsubscription filter.

Need help with activating this journey? Drop a mail at support@webengage.com with your query.