What action should be taken if a customer’s card declines during a return?

• A. Automatically void the transaction
• B. Ask for another form of payment
• C. Offer to hold the vehicle until payment is made
• D. Contact their bank for clarification

Answer: (B)

When a customer’s card declines during a return, the appropriate action is to ask for another form of payment. This solution ensures that the transaction can still be completed while maintaining a positive experience for the customer. By offering alternatives, such as cash or a different credit card, the business can facilitate the return process smoothly.

The other options may not be suitable in this scenario. Automatically voiding the transaction could lead to complications if the customer later checks their account and sees unauthorized charges or overdrafts. Offering to hold the vehicle until payment is made might not be practical or acceptable for either party, potentially leading to further inconvenience or frustration. Contacting the customer's bank for clarification is not generally recommended in retail settings, as this could involve time delays and may not provide the customer with an immediate solution. Therefore, asking for another form of payment is the most direct and effective way to resolve the situation.