I tried to pay my Internet NZ for the year – actually for the next ten years – and ended up in payment provider hell.
This happens, and I let Internet NZ know, but what makes me doubly upset is the error message when I hit the refresh button after 15 minutes or so.
None of the text accepts the possibility that Dialect or their suppliers were at fault.
I would contend even that no matter what the customer did (and I didn’t fall into any of their categories) the blame for a terminated transaction lies with the payment processor unless that processor can tell exactly what happened.
What this should be is a friendly message, recognising that the recipient is probably a bit upset as their payment just failed, and giving the ability with one click to try again or go back to the originator.
The message should be short, perhaps a little self deprecating in humor and accept that the blame lies with them.