Keeps Declining The Easy Way Out
Way back in the year 2000, I worked at a big box store with the yellow tag logo. I had been there for eighteen months as a cashier. We recently got a new operations manager who came from computer sales and didn’t really know the registers that well.
This happened during his first week as manager:
Me: “Okay, sir, that will be [amount].”
Customer: “Fine, here.”
The customer tosses the card onto the counter. I run it and it declines.
Me: “Sorry, sir, your card declined. I can run it again, or we can try another card if you’d like?”
Customer: “Run it again, I know there’s over $1000 on that card; it should work.”
Swipes, declines.
Me: “Sorry, sir, it has declined again.”
Customer: “It has to work. Is there anything else you can do to approve it?”
Me: “I can try to run it manually, but that will only help if your magnet strip is damaged.”
Customer: “Try that, then.”
I manually enter the details, but it’s declined again.
Customer: “There must be some way to force or bypass that; I know there is money on the card.”
Me: “I’m sorry, sir. If it’s declined by the card company, there is nothing I can do.”
Customer: “This is bull-s***! I know there is money on that card! Get your manager! Now!”
Me: “Okay, sir, just a moment.”
The manager approaches and stands behind the counter next to me.
Manager: “Hello, sir, how can I help you?”
Customer: “Your employee keeps declining my card, and I know there is plenty of money on it! You need to override it!”
My manager attempts to run the card, and, of course, it is declined again.
Manager: “Sorry, sir, it was declined.”
Customer: “I know that! You need to override it so I can take my stuff and go home!”
My manager turns ninety degrees to face me.
Manager: “It declined. Is there anything we can do to override it?”
Me: “No, sir, that decline is from the card company. There is nothing else we can do.”
My manager turns ninety degrees to face the angry customer.
Manager: “I’m sorry, sir, I’ve spoken with one of our experts, and he informs me there is nothing else we can do with this card. Would you like to sign up for our card and save 10% on your purchase today?”
Customer: *Angrily stomps out of the store.*
