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Recovery Plan
User Journey
NOVAPAY · USER JOURNEY
A declined transaction — what happens next?
✎
A working hypothesis — to pressure-test with NovaPay's risk, ops & product teams
DECLINE
VERIFY
APPROVE
START
Transaction
flagged at checkout
How strong is
the signal?
RISK ENGINE
CUSTOMER SEES
⛔
Decline cleanly
"This transaction can't be processed right now — please try a different payment method."
🔕
BEHIND THE SCENES · NO SCREEN
Logged for NovaPay's compliance process
CUSTOMER SEES
🪪
Verify, don't reject
A light step-up check in-flow — Sardine IDV (already licensed).
REMARKETING · RECOVERY
💬
Gentle follow-up nudge
"Did you try to make a purchase? Tap to verify and pick up where you left off."
✕
END STATE
Declined
✓
END STATE
Approved
✕
END STATE
Declined
STRONG · high-precision
MIXED · verify, don't reject
PASSES ✓
FAILS ✕
ABANDONS
re-enters & resumes · 30-min delay
?
DISCOVERY SESSION QUESTIONS
UX & messaging
— who owns the step-up screen and copy?
Compliance action
— what's required after a hard decline?
Messaging limits
— any constraints on contacting a paused customer?
Friction threshold
— how much is right before we lose good users?