Understanding in-store transaction narrations and customer disputes

Every transaction on Zest is either successful or failed. When a transaction fails, it is accompanied by a brief explanation on the In-store device screen or receipt that describes what went wrong. These narrations are your first clue to what happened and how best to respond to the customer.

Here are the most common narrations and what they mean:

What It Means:
The terminal session has timed out, usually due to inactivity or a background glitch.
What You Should Do:
Restart the In-store device and retry the transaction.

What It Means:
The payment service is down, either due to maintenance or an issue with the switching network.
What You Should Do:
Inform the customer and suggest trying again in a few minutes or using another payment method.

What It Means:
The In-store device couldn’t connect to the internet or the bank’s server.
What You Should Do:
Check your network connection and retry the transaction.

What It Means:
A general failure with no specific error, often temporary.
What You Should Do:
Try again. If the issue persists, switch payment channels or contact Zest support.

What It Means:
A technical issue has occurred and needs to be escalated.
What You Should Do:
Take note of the transaction details (amount, time, card type) and contact Zest support for help.

💡 Quick Tip: If a customer claims they were debited despite a failed narration, always ask to see proof of debit (bank alert or app screenshot) and then follow the steps in the next section to guide them properly.

Sometimes, a customer may insist that their account was debited even though the Zest In-store device shows that the transaction failed. This can happen due to network interruptions or timeouts where the terminal doesn’t receive confirmation from the bank, even though the customer's account has been charged.

As a merchant, it's important to know when to advise a customer to raise a dispute with their bank. Here's how to tell:

• The In-store device shows a failed transaction, but the customer was debited.

• A duplicate debit occurred (e.g. the customer was charged twice).

• A card was charged, but the transaction didn’t reflect on your terminal.

• A wrong amount was debited (e.g. ₦10,000 instead of ₦1,000).

• The transaction was successful on the In-store device, and a receipt was printed.

• The In-store device shows ‘Insufficient Funds’, and the customer wasn’t debited.

• The transaction simply didn’t go through, and no debit alert was received.

🔍 Always ask the customer to confirm if they received a debit alert before asking them to log a dispute.

As a merchant, your role isn’t to fix the issue but to help the customer take the right steps quickly and calmly. Here's how you can guide them:

1. Contact Their Bank Immediately

   • Most banks offer multiple channels: in-branch, mobile app, email, or customer care lines.

   • The customer should report the failed debit and request a reversal or investigation.

2. Wait for Bank Resolution
   Banks usually respond within 24 to 72 hours, depending on the case. Reversals are often automatic, but sometimes manual action is needed by the bank.

• Let the customer know this issue is usually resolved quickly by the bank.

• Do not promise a refund.

• Direct them to Zest customer support only if needed (e.g. transaction history).

• If you’re unsure, check your Zest merchant dashboard to verify the transaction status.

💬 Reminder: A calm, helpful response goes a long way in keeping customer trust, even when the issue isn’t from your end.

Once a customer has logged a dispute with their bank, it’s important to manage the situation professionally, especially if they return for updates.

In some rare cases, you may need to contact Zest for additional confirmation or logs. Here’s what to do:

• WhatsApp Support: +234 (0) 904 441 4140

• Email: support@zestpayment.com

• Merchant Dashboard Chat: Use the in-app chat support for faster response during business hours.

To help Zest support assist you quickly, provide:

• Terminal ID

• Date and time of the transaction

• Amount

• Error narration

• Last 4 digits of the card used

💡 Tip: The receipt from the In-store device already contains most of this information. Simply send a clear photo of the receipt to speed up the support process.

In-store device issues happen, but how you respond makes all the difference. By understanding common failure narrations and knowing when and how to guide your customers, you build trust and keep your business running smoothly.

As a Zest merchant, you’re never alone.