My Customer Is Having an Issue With ROUND. What Should I Do?

My Customer Is Having an Issue With ROUND. What Should I Do?

My Customer Is Having an Issue With ROUND. What Should I Do?

If the customer is unable to place an order due to a payment issue, politely ask them to: 
  1. Check that their card’s payment details are correct
  2. Ensure that their card has not been ‘frozen’ by the card issuer
  3. Try an alternative payment method (e.g. Apple Pay or another debit/credit card)
For any further issues it can be beneficial to ask the customer to sign out and then back into the app.

If none of the above has resolved the issue, direct the customer to our customer FAQs over at https://user.round.app/portal/en/home 

Alternatively, the customer can email contact us directly at help@round.app by raising a ticket. 


    • Related Articles

    • How to Download & Sign Up To ROUND

      How to Download & Sign Up To ROUND You may need to show customers a visual demo of how to download and sign up to the ROUND App before they place an order.  Please see below for a downloadable version of this GIF. Click here for more information on ...
    • Will I Need To Show ID When Ordering On ROUND?

      Will I need to show ID when ordering on ROUND? ID checks are completed by the venue, so please contact the venue directly if you are unsure as to whether you’ll need to provide ID when ordering on ROUND. For further information tap here for our ...
    • Are You An App User?

      Are You An App User? Tap here for our customer support center: https://user.round.app/portal/en/kb/users We have the answers to a range of questions you may have regarding the app including: How Does ROUND Work? How Do I Pay For My Order On ROUND? ...
    • How Do I Get A Refund?

      How Do I Get A Refund? Sometimes, you may need to request a refund for your order, i.e. in the instance that the order was incorrect, didn't arrive on time, etc.  ROUND is unable to process a refund on behalf of the venue. You'll need to contact the ...
    • Will I Receive Order Updates?

      Will I receive order updates? Yes. If you have notifications turned on, you will receive order updates via push notifications on your device We recommend that you turn on notifications so that you know where your order is! For further information tap ...