PaybyLink issues and their solutions

 

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In today's fast-paced digital economy, providing seamless and secure payment solutions is critical for merchants aiming to enhance customer satisfaction. PaybyLink, a versatile payment method, empowers merchants to generate secure payment links and deliver them directly to customers and complete payments.

This guide provides an overview of PaybyLink and addresses common issues that may arise during the payment process. With practical solutions and troubleshooting tips, you can ensure smooth operations and minimize disruptions to your business. 

Introduction to PaybyLink

PaybyLink is a convenient payment method that allows merchants to generate secure payment links and send them directly to customers.

Customers can click the link, choose their preferred payment method (Visa, Mastercard, IDEAL, Alipay, WeChat Pay, UnionPay, etc.), and complete the transaction.

Payment links are typically sent via email, SMS, or social media, making it easy for customers to make payments.

Silkpay offers PaybyLink services to customers in Europe and the Americas. The process is as follows:

  1. The merchant generates a payment link containing essential information such as the transaction amount and order details.

  2. The merchant sends the payment link to the customer via email, SMS, social media, or other channels.

  3. The customer clicks the link, accesses the payment page, and selects their preferred payment method (e.g., bank card, e-wallet) to complete the payment.

  4. Once the payment is completed, both the customer and the merchant receive payment confirmation.

Common PaybyLink issues and solutions

While using PaybyLink, you may encounter some issues. This article lists common problems and provides solutions to help you quickly restore normal operations.

1. Payment page fails to open in messaging apps

Some customers may encounter issues when trying to open the payment page directly through messaging apps like WeChat or WhatsApp. For example, if a merchant sends an Alipay PayByLink via WeChat, the customer might not be able to complete the payment directly within the app.

Solutions:

  1. Advise customers to copy and paste the link into their browser, which usually resolves the issue immediately.

  2. Merchants can send the link directly via email from their account to avoid this problem.

2. Client uses unsupported payment method

If a merchant has selected specific payment methods in the back office (e.g., Mastercard), some customers might attempt to pay using unsupported options (e.g., Visa), assuming any card is accepted.

Solution:

While creating the payment link in your backoffice, add a note on the payment page specifying which payment methods are supported to prevent confusion. 

3. Payment page timeout

Sometimes, customers take too long to enter their payment information, causing the transaction to time out before it is completed, especially for card payments.

Solutions:

  1. Reassure customers that they can refresh the page or restart the payment process if needed. The payment link will expire only after the payment has been made.

  2. Include a friendly reminder about the time limit on the payment page.

4. Failed 3D Secure authentication

Card payments requiring 3D Secure verification may fail if there is a delay or if the process is not completed.

Solution:

Provide customers with a quick reminder of how the 3D Secure process works and encourage them to follow the prompts carefully.

 5. Browser-specific performance issues

Customers sometimes may experience glitches or slower loading times on certain browsers or devices.

Solutions:

  1. Monitor customer feedback to identify any patterns or recurring issues.

  2. If issues are detected, inform the technical support team for further investigation.

 6. Delayed payment processing notifications

There are instances where payments are successfully processed, but the confirmation notification may take longer to reach the merchant or customer.

Solutions:

  1. Remain patient, as the payment status will eventually update.

  2. If necessary, check the payment status again later.

Conclusion

PaybyLink offers a seamless and flexible payment solution that empowers merchants to simplify transactions while providing customers with diverse payment options. By following above solutions, most common issues encountered with PayByLink can be effectively addressed, minimizing the impact on your business operations.

If the issue persists after trying the suggested solutions, we recommend contacting our technical support team for further assistance. Silkpay will provide you with a fast and effective solution!

About the author: Silkpay

Based in Paris, Silkpay provides omnichannel and secure payment solutions to help physical stores and e-commerce in Europe and the Americas accept more than 30 of the world's most popular payment methods: Visa, Mastercard, CB, UnionPay, Alipay+, WeChat Pay as well as Asia-Pacific’s major e-wallets.

Silkpay is a winner of the LVMH Innovation Award. The company was also selected as a finalist for the "Money 20/20" Best Startup and in the "MPE Berlin” Startup Awards. Silkpay also won the "Best Fintech" awards from Capgemini and BPCE.

Silkpay helps merchants deliver the smoothest payment experience to their customers. We are a talented and international team driven by a single goal: to improve the customer experience and make payments simple and secure.

 
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