Call script

Account security restriction

Use this when a customer cannot complete checkout because the system has blocked the order for security reasons. Keep the explanation simple, avoid internal risk details, and offer another way to complete the order.

Do not disclose

Do not mention chargebacks, blacklist status details, fraud rules, or the exact reason the account was restricted.

  1. 01

    Acknowledge the issue

    Let the customer know you understand they are trying to place an order and that the checkout block is frustrating.

  2. 02

    Explain it safely

    Say the system flagged the order for account security reasons. Keep the explanation general and do not discuss internal risk checks.

  3. 03

    Offer another payment method

    Ask if they would like to try a different payment method that may allow the order to go through.

  4. 04

    Offer a phone order

    If they still want help, offer a callback from the sales team so the order can be placed over the phone.

  5. 05

    Close politely

    Thank them for their patience and reassure them that the next step is to help them complete the purchase.

Script 01Initial customer contact
Hi there, thank you for reaching out. I understand you are trying to place an order and I am sorry for the trouble.
It looks like the system is currently unable to process this order due to a security restriction on the account. You may try using a different payment method, or we can have our sales team call you to help place the order by phone.
Script 02If the customer insists
I understand you would like more information. For security and privacy reasons, we are unable to disclose the exact details of the restriction. What I can do is help you try another payment method or arrange a callback from our sales team.
Script 03Callback confirmation
I can request a callback from our sales team so they can assist with placing the order over the phone. Please confirm the best phone number and time to reach you.
GuardrailWhat to avoid
  • Mentioning chargebacks or specific reasons for the account being flagged.
  • Overpromising or making guarantees that cannot be fulfilled.

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