Pending Pending
What is a common reason pending orders occur that is not due to customer error?
Pending orders occur anytime there is a communication error between systems — so they can occur for many reasons. A few frequent causes behind pending orders:
Price mismatch in which third-party apps, rewards, or discounts are not getting pulled into Bread
Down Payment issues — e.g., CC failure, Stripe misconfiguration, etc.
Bespoke / unique checkout flows — e.g., embedded checkout does not pull in a discount or the merchant's code requires a customer to check a box but the customer does not check the box, etc.
Bread Carts - on purpose! This is expected behavior for Bread Carts.
How should you escalate to an RM in ZenDesk?
Add a note, leave Open, and assign to RM>
A merchant writes in, “Bread is broken. Help!” What do you do?
Ask a lot of questions to define the issue and support engineering's reproducibility efforts.
A merchant reaches out confused because they moved a pending order to authorized in their merchant portal but it still isn't showing in their OMS. What do we advise?
Once an order is in pending, the link between systems for that transaction cannot be rebuilt. The merchant will have to manually make a record in their outside bookkeeping.
What can't we share with merchants about end-customers? What can we share?
No PII/PHI — especially creditworthiness (customer was approved/denied). For healthcare, what products the customer ordered.
Yes You may discuss general customer order status information with merchants ("this customer does not have an active loan with Bread associated with your website.")
Yes You can and should discuss high level Bread workflows prompted by a merchant's customer-specific question.
What is a revenue blocking issue? What should you do for revenue blocking issues?
Multiple customers unable to checkout. Always escalate to RM.
A merchants wants to know what button they should push in their WooCommerce OMS to settle a Bread order. What would you do to help answer this question?
Docs site info about order mgmt.
Name three eCommerce platforms that Bread supports with a plugin or extension
Shopify, WooCommerce, BigCommerce, Magento, Volusion, Salesforce Commerce Cloud...
Are there any clues to tell if a now Authorized/Settled order was pending at one point?
NO external order ID if most other transactions have external order IDs.
Does Bread give back the merchant fee on a transaction if a refund is initiated?
Yes for loans, no for SplitPay — we keep it which is inline with competitors given the nature of the product.
Where do merchants turn on or off auto-settle? Can all merchants turn this on?
In their app or extension. Must ship 90% of products within three days to enable
What fields are required for "carts"?
An amount, complete and error URLS. For SplitPay, must use custom total and include shipping details.