Failed payments flow (only Tuko)

Sometimes the payment might not go through. The transactions page shows a history of all payments made into your Flutterwave account. Using the filter option, you can narrow down the selection of the transactions shown. To check it out:

• Go to Flutterwave Dashboard

• Proceed to the transactions

• Use filters to choose dates & payment statutes (choose all statutes except for “Successful”).

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• To go deeper into the details of a transaction and see the transaction insights, select the desired transaction. It also gives insights into the transaction flow so you can see the transaction process and at what point exactly a transaction failed.

• Click on the transaction and go to the client's profile. Call them via the telephone number provided in the profile.

Sometimes clients might attempt to pay several times. Only 1 of the payment attempts will be listed as successful, and the other will be listed as failed. When you open the client’s profile, make sure to check “Total number of successful payments”. If the number is higher than 0, it means that the client has already paid and you don’t need to call them.

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• If you want to download your account statement containing your transactions over a period of time, click the 'Download' button.

Video guide

Script

Key things to remember

• Be empathetic and understanding; payment issues can be frustrating.

• Focus on solving the problem, not pressuring the lead.

• Highlight the urgency but don’t come across as pushy.

Here’s a structure of the call:

• Greet warmly:
  "Hi [Lead's Name], this is [Your Name] from [Your Company]. How are you doing today?"

• Acknowledge their interest:
  "I noticed you recently tried to sign up for our [Copywriting Course]. We’re thrilled you’re interested in learning with us!"

• State the issue clearly and empathetically:
  "The reason I’m calling is that we noticed your payment didn’t go through, and I wanted to assist you in getting this resolved so you can start the course without delay."

• Ask for confirmation:
  "Have you had a chance to check if there might have been an issue with your payment method?"

• Provide possible reasons and solutions:
  "A possible reason for this could be a weak or interrupted internet connection that may have interfered with the payment process."

• Highlight benefits and bonuses:

• Confirm their interest:
  "Would you like me to help you process the payment now so you can secure your place?"

• Provide next steps if needed:
  "If now isn’t a good time, I can send you an invoice to try again or connect you with our support team for any issues."

• Leave a positive impression:
  "We’re here to help you every step of the way, so don’t hesitate to reach out. Thanks for choosing [Your Company]!"

If the invoice doesn’t work for the client

Ask the client to do the following:

Here's what you can do:

1. Double-check your details: Airtel/Safaricom number and M-Pesa PIN.

2. Refresh and retry the payment again. Sometimes, a simple refresh can resolve temporary issues. 

3. Enable OTP (One-Time Password): 

For Airtel

1. Update Your SIM Registration Details:

   • Visit the Airtel Kenya SIM registration portal.

   • Enter your Airtel mobile number and click on "Validate and get OTP."

   • An OTP will be sent to your phone; enter it on the portal to verify.

   • Follow the subsequent instructions to upload the necessary identification documents.

2. Ensure Promotional Messages Are Enabled:

   • Dial *100# on your Airtel line.

   • Ensure that the receipt of promotional messages is enabled, as OTPs are often categorized under such messages.

For Safaricom

1. Update Your SIM Registration Details:

   • Visit the Safaricom KYC upload portal:
     Enter your Safaricom phone number and accept the privacy policy.

   • Click "Next" to receive an OTP via SMS.

   • Enter the OTP to verify your number.

   • Follow the prompts to upload the front and back images of your national ID.

2. Enable Promotional Messages:

   • Dial *100# on your Safaricom line.

   • Select option 5 (Products & Services).

   • Choose option 2 (My Subscriptions).

   • Select option 5 (Promotional Messages).

   • Opt-in to receive promotional messages by selecting option 1 (Yes).

3. Pay via invoice: If you continue to experience issues, please reach out to our support team at edu.sales@tuko.co.ke or +254113502384. 

If the problem persists, please reach out to Airtel/Safaricom provider for assistance. You may also want to consider crediting your account before attempting another payment.