When customer creates payment and starts processing it, Billing locks the payment transaction to prevent double charge. The transaction is locked until Billing gets from a payment gateway response that transaction is completed (success or fail).
There are cases, when Billing either does not send a transaction request or does not get response due to connection failures or customer mistakes. It usually happens with the redirect payment gateways.
If connection to a payment gateway has failed before sending a request, the e-transaction has been locked already, but a payment gateway does not receive the request. Provider may unlock the transaction and resubmit the request after connection has been restored.
To remove e-transaction lock and resubmit request to a payment gateway:
- Open Operations > E-transactions. The list of transactions appears on the screen.
- Select the transaction by clicking on the respective link in the list. The transaction properties appear on the screen.
- Click Remove Lock and Resubmit to resume transaction processing.
If connection to the payment gateway fails after sending a request, Billing cannot get a response. Provider must manually check transaction status in the payment gateway. If it is processed successfully, provider may mark the transaction as processed. Note, that the transaction number should be entered to confirm completion.
To mark e-transaction as processed:
- Open Operations > E-transactions. The list of transactions appears on the screen.
- Select the transaction by clicking on the respective link in the list. The transaction properties appear on the screen.
- Click Mark as Processed to finish transaction processing. The transaction will get to the Ok status.