Katapult Checkout Errors

Assurance and Verification
Check for Rejections (Required)
Go to LMS → “Related Apps”
Check for any applications where: 
Status = Rejected &
Created is less than 30 Days old
If there is a rejected applications that meet the above criteria
Inform the customer that they have been rejected by Under Writing and can try again in 30 days
Reference UW Denial Call flow for more information.
If there are no rejected apps that meet the criteria continue with the call flow.
Setting the Stage
Use the below statement in your own words to gain control of the call and set customer expectations.
“I am going to help you complete your checkout today. To do this, I will need to ask you several
questions, confirm some information, and then guide you through the process.  Let me know
when you are ready.”
Gather Required Information
What retailer are you checking out with?
1. Listen and take note of the information the customer provides.
2. Tell them you understand, apologize if needed.
3. Assure them you are going to assist.
4. Tell them you need to verify their profile.
5. Complete Verification
What method the customer using to Checkout (Retailer Website or Katapult Pay)?
Where are they checking out (Mobile App, Wayfair Mobile App, Retailer Website)?
What is the Error?
What is the Cart Total?
What is the most expensive item in the Cart (You need at least the first five parts of the name)?
Once you have all the information continue to the appropriate error below to begin troubleshooting.
 Denied by Underwriting
Overview
Customers may call in due to be denied.  We cannot provide nor do we know any information on why customers
are denied, this includes supervisors and leaders. 
Call Handling
Verify Rejection
Go to LMS → “Related Apps”
Check for any applications where: 
Status = Rejected &
Created is less than 30 Days old
Handling Customers
Be empathetic and acknowledge the customer's frustration
Inform the customer they can apply again in 30 days from the last rejection date.
Let them know our underwriting system makes all decisions and no one can override the system.
If customers persist or state, how are they denied when they had a preapproval
let the know: 
"Preapprovals are not guaranteed indefinitely and may change based on varying factors, such as your
personal financial circumstances, where you shop, and how long ago you applied, among other factors.
Katapult may change your preapproval in our sole discretion, at any time, without notice to you. "
If the customer requests a supervisor, please post in the Star Channel.
 Error - Issues Logging In
Overview
Log in errors can occur when customers, attempt to check their account, start checkout, or access the portal on the
web.
Troubleshooting Steps
Verify Mobile Number & Last Four of Social Security Number
Verify that the customer has alerts turned on in LMS
1. Ask them to provide mobile number and the last four of the SSN they are entering.
a. Check to make sure the information they provide matches what we have on their profile.
i. If it does not match, let them know that is not what we have on file for them and ask them to correct it.
1. If they need to update any information on their profile, please follow the Profile Update Process.
2. Once the mobile number has been corrected, they can press “Change Number” to change the number they used
for logging in and input the correct mobile number.
3. If all information is correct proceed to the next troubleshooting procedure below.
1. Check LMS → Notifications Tab
a. If “Opt Out of Notifications via SMS” is selected
i. Toggle it to disabled.
2. Have the customer press the “Re-send” section in the “Enter 6-digit code” field.
3. If this does not resolve the issue proceed to the next troubleshooting procedure below.
Text to 91948
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel in Slack
using the format below. 
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong “Something
unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout Now.
This is the 4th
call today
1. Ask the customer to Text “START” to 91948 to enable SMS.
a. This checks to see if the customer opted out of Katapult SMS text
i. If “Opt Out of Notifications via SMS” is selected
1. Toggle it to disabled.
2. Have the customer press the “Re-send” section in the “Enter 6-digit code” field.
3. If this does not resolve the issue post to the Technical Support Channel using the template below.
 Error - Invalid Address
Overview
This means the address the customer has entered is not a valid residential address.
Troubleshooting Steps
Verify the Address
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel in Slack
using the format below. 
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong “Something
unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout Now.
This is the 4th
call today
1. Please verify that the address they are using matches the address on the preapproval.
2. Check the address using Smarty Streets. (Smarty Streets Walk Through)
a. Ensure the customer enters the address the exact way that Smarty Streets shows it.
i. SmartyStreets automatically corrects addresses based on what is entered to ensure they are valid. If the
system makes a correction, review it carefully and confirm the customer enters their address exactly as it
appears after the correction.
1. If the customer is able to resolve the issue by correcting the address, you may skip the next
steps.
b. If the Address is valid residential address, post to the Technical Support Slack Channel using the template
below.
i. Include a screen shot of Smarty Streets verification.
ii. Include in the Details Section: Address coming up as invalid, but I have verified in Smarty Streets.
c. If the address shows as invalid or as a commercial address inform the customer of this status. Inform the
customer, if they believe this is an error then they can go to their local post office and request the post office
to update the status in the post office database.
d. The customer will not be able to proceed until this is corrected.
 Error - Profile Address Mismatch
Overview
This means the address the customer is attempting to checkout with is different than the address we have on the
customer’s profile
Troubleshooting Steps
Verify the Address
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel in Slack
using the format below. 
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
1. Check LMS → “Related Apps” and verify the address on file.
2. Check the address on file versus the address the customer is currently using to checkout.
a. If the addresses are different inform the customer needs to use the address, we have on file.
b. If the customer needs to update their address, please use the Profile Update process to assist. 
c. If both address match, please post in the Technical Support Slack channel using the template below.
Blank Template Example Post
Error Message: 
Item: 
Cart Total:
Additional Info: 
Error Message: Something Went Wrong “Something
unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout Now.
This is the 4th
call today
 Error - Exceeded Limit
Overview
This means the customer’s attempting to checkout with a cart total that is greater than their approval amount.
Things to Remember
We nor any supervisor or leader can increase the available limit for the customer.
If Least Cost Reduction was available for the customer, then it would have been offered before receiving this
error. No one can offer them LCR outside of the process.
If the customer only has one item in the cart, they will not be able to purchase that item.
Resolution
Go back to the retailer's website and remove items from the cart until the total is under the current available
limit.
If the customer insists, they are not over the available limit, then you can post to the technical support channel.
Include in the Details: "Customer states he is not over the available limit, can we verify the item prices and
cart total?
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong “Something
unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout Now.
This is the 4th
call today
 Error - Shipping and Billing Mismatch
Overview
This means the customer’s attempting to use a different shipping & billing address.
Troubleshooting Steps
Verify Addresses
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel in Slack
using the format below. 
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong “Something
unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout Now.
This is the 4th
call today
1. Verify the Shipping and Billing address are different
a. If they are different, inform the customer they must be the same and match the address we have on their
profile.
i. If the customer needs to update their address, please use the Profile Update process to assist. 
ii. If the address is different the customer must go back to the retailer website and update the shipping
and billing add to the address, we have on the customer's profile.
2. If the customer insists the address match you can post to the Technical Support Slack channel using the template
below.
Please note if this is a Katapult Pay customer that is picking up at the Store should not get this error.
a. Please add to the Detail Section: Customer states he is using the same address, can you verify what we show
for the billing and shipping address.
 Error - Payment Issue
Overview
This means we are unable to process the Total Due Today amount with the payment method the customer is
attempting to use.
Troubleshooting Steps
Check the BIN for the card
1. Go to the BIN Check website and check the information.
a. If the BIN shows the card is “Prepaid,” inform the customer we cannot used prepaid cards to pay the initial
payment because the card will be saved to the profile for future payments.  Please use a different card that is
not a prepaid card.
2. Use Pay Pal advanced search to locate the transactions.
a. Provide the customer the appropriate information concerning the card response.
b. If you are unable to find the transaction, you can post the Star Channel to request them to find it in Pay Pal.
You should inform them you checked but could not locate the transaction. 
 Error - VCC Decline/NSF
Overview
This guide will help you troubleshoot potential issues that prevent the customer from completing the checkout
process with the Katapult VCC. 
Troubleshooting Steps
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel in Slack
using the format below. Tag Special Services and Tech in your initial request. 
1. Check for multiple VCCs:
a. If the customer has generated more than one Virtual Credit Card (VCC), confirm they copied the most recent
card details.
2. Confirm card details are saved:
a. Ensure the most recent VCC has been saved under the Retailer Payment Methods.
3. Verify expiration and security code:
a. Remind the customer that the Valid Thru (expiration date) and CVV (security code) do not copy
automatically. They must enter these details exactly as shown on the VCC.
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: VCC Declined
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout Now.
This is the 4th
call today
 Error - Something Went Wrong
Overview
This is a general, catch all error that does not provide specific information on why there is an error. Since the error
message is used for Katapult Pay, Katapult Checkout, and Retailers, it is critical to determine where the customer
gets this error message.
Troubleshooting Steps
Verify Addresses
Post to the Tech Support channel
If none of the above steps resolve the customer's issue, then you should post to the Technical Support Channel in Slack
using the format below. 
Blank Template Example Post
COG: 
Retailer: 
Checkout Method: 
Error Message: 
Item: 
Cart Total:
Additional Info: 
COG: 8675309
Retailer: Amazon
Checkout Method: Mobile App Katapult Pay
Error Message: Something Went Wrong “Something
unexpected happened”
Item: Scooby Doo Limited Edition Scooter
Cart Total: $1500.89
Additional Info: Last step was clicking Checkout Now.
This is the 4th
call today
1. With this Error, it becomes even more important to identify where the customer is in the Katapult Checkout flow. 
2. Once you identify where they are, you can decide whether any of the steps above should be used.
a. For instance, it is common to get this Error when customers attempt to log in. In this case, you should try the
steps for Log-in errors.
3. If you need help identifying where the customer is in the flow, or you have tried the associated steps and they
did not resolve the issue, you should post to the Technical Support Slack channel.