How can customers pay and how are payments handled?
This article equips agents with detailed information on accepted payment methods at Kmart, handling pre-orders, gift cards, payment failures, cancellations and steps to resolve payment-related customer issues.
Overview
Kmart accepts multiple payment methods online and in-store, including major credit/debit cards, PayPal (where available), gift cards and other regional payment options such as Buy Now Pay Later providers depending on integrations. Payment handling includes authorisation at checkout, capturing funds at dispatch for some methods, and refunding to the original method where possible.
Accepted Payment Methods
- Credit/Debit Cards: Visa, Mastercard, and other major card networks. Ensure cardholder name and billing address match to reduce declines.
- Gift Cards: Kmart gift cards can be used online and in-store. Verify balance and apply at checkout. Gift card codes must be entered exactly.
- PayPal / Other Wallets: Available in some regions — confirm availability at checkout.
- Buy Now Pay Later: Third-party BNPL providers may be offered at checkout subject to eligibility and credit approval.
Pre-Orders and Payment Handling
- Pre-order Charges: Pre-orders may be charged at the time of dispatch or immediately at purchase depending on product-specific settings. Check the product page and order confirmation for payment timing.
- Order Changes: For pre-orders, changes or cancellations may be allowed before dispatch; agents should verify product status before altering payments.
Step-by-Step for Handling Payment Issues
- Identify the Problem: Determine if the issue is a payment decline, double charge, pending authorisation, or refund not received.
- Verify Order & Payment Method: Check order record for payment status: authorised, captured, refunded, failed.
- For Declined Payments: Ask the customer to verify card details and billing address, suggest contacting their bank for clarity, and advise alternative payment methods.
- For Double Charges: Confirm multiple authorisations vs multiple captures. If authorised twice, explain pending authorisation hold release timeline; if captured twice, initiate refund and provide reference.
- For Refund Delays: Confirm refund was processed and provide expected processing times (typically 3–5 business days for bank processing). Escalate to finance if delay exceeds expected timeframe.
Important Notes / Warnings
⚠️ Warning: Do not store full card details in customer notes. Follow PCI compliance and data security rules — only use masked card numbers and authorised payment tools in the system.
💡 Tip: If a customer has issues with a gift card, verify the card code, remaining balance, and whether it is eligible for online use.
Frequently Asked Questions
Q: Why is my payment showing as 'pending'?
A: A pending authorisation may remain until the merchant captures payment or the bank releases the hold. Advise the customer to wait 3–7 business days for the hold to expire if no capture occurred.
Q: Can I change my payment method after placing an order?
A: Only if the order hasn't been captured or dispatched. Guide the customer to cancel the order and place a new one with the preferred payment method or escalate to orders if cancellation isn't available online.
Troubleshooting Tips
| Issue | Solution |
|---|---|
| Card declined but valid | Request the customer contact their bank for reason of decline; suggest another card or payment method. |
| Gift card not accepted | Verify gift card code entry, check balance and whether the card is valid for online purchases; replace with new card if necessary. |
| Refund not seen by customer | Confirm refund was processed and provide the refund reference. Advise bank processing times and escalate to finance if delay exceeds expected processing time. |
Related Information
Follow PCI rules and internal payment escalation paths when dealing with payment issues. Keep customers informed and provide reference numbers for all payment-related actions.