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payment_processing_error_yes_no_cancel_approved_declined

Payment Processing Error

If you get a payment processing error while re-opening an invoice it will ask you if you want to delete the payment. your choices are NO (for APPROVED), YES (for DECLINED or ERROR), or CANCEL (for UNKNOWN).

At this point we have a good description of the problem from after it occurred. What we now need is information about when the problem was caused. What I mean by this is: The problem was caused earlier when the original invoice that had a printout for it had a problem of some sort. This is the information that we need. We need you to look back at when the problem really occurred, and get as much information as possible for troubleshooting purposes. It occurred back when it was saved.

Why do we need more? Ans: This behavior is a perfectly natural way to deal with this issue depending on the cause. I can make this problem happen at will by disconnecting my by from the network after the invoice is printed but before it is closed. To be 100% sure I created a similar disconnect and re-created the error while writing this article. This error message without additional information only tells me that the system is reacting correctly to external factors beyond our control or responsibility. I would like to let you know ways in which we might determine if there are other valid issues we can deal with on the software side. Here they are:

Here are some questions that I might ask when looking at this type of issue.

  • Who performed the transaction?
    • What can they tell me about what happened?
  • Was there any sort of message?
    • Did they walk away from the PC afterwards?
    • Was the computer still on when they came back to the PC.
    • Etc.
  • Can the person explain the steps they took at the time?
  • Were there any sort of internet or network interruptions during this time?
    • Can this be verified with any available logs?

The answers to these things can be critical to getting to the bottom of the problem and determine whether the problem is within the software. If this is a serious problem for you I would suggest a couple things to help you make it easier to answer the above questions.

  • Re-open invoices immediately after printing, saving, and closing it
  • Take good notes on the steps, timing, and other possible causes.
  • Include notes on “general health of the system” type messages
    • Ex: The internet went down during this time
    • Ex: a little balloon information window showed up in my virus scanner
    • Etc.

To help reduce the chance of this type of problem, please close invoices after tendering them.

payment_processing_error_yes_no_cancel_approved_declined.txt · Last modified: 2011/04/06 08:44 (13 years ago) by cliff