Admin Error Resolution Page

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NOTE: At this time, the Admin Error Resolution Page is only available to our customers who use Payflow Pro as their payment gateway.

The Admin Error Resolution Page provides Admins with detailed information regarding failed Commerce transactions, as well as a way of extracting that information from the system to provide to your payment gateway for quicker error resolution on their side.

 Accessing

From the Gold Key, select Error Resolution.

Grid Information

commerce_error_resolution.png

(Un)Handled: This column lets the admin set whether the issue has been handled or not. 

Date/Time: This column shows the date/time that the commerce transaction issue was recorded.

Error Type: This column displays the type of error received by the commerce transaction. The small "i" provides a detailed description of what the next steps should be. The error types are explained further down on the page.

Amount: This column indicates how much money was in the transaction.

Member: This column indicates which member was trying to make the transaction.

Form: This column indicates which form the member was in (where the commerce issue originated).

Merchant Account: This column indicates which merchant account encountered the issue.

Submission Link: The link in this column allows admin to go directly to the form and resubmit the transaction again, if necessary, or send out another confirmation email.

Download Commerce Error Report: Clicking this option will download a .csv file containing all of the transaction data outlined in the grid. It will download data in a “clean” format which means that only transaction details pertinent to the merchant is downloaded (transaction id’s, constituent name etc). No payment information (credit card details etc) is downloaded in this report.

Error Types and Instruction Text

Error Type   Instruction Text
Direct Transaction without retry   The user has not yet completed the form.  Check the processor to see if the transaction was received and successful. If so, you can complete the submission for the user by utilizing Skip Billing. This will both finish the submission and give you the option to send confirmation emails. If not, the user may attempt their submission again safely.
Direct Transaction with retry   The user retried the transaction and was successful. Check the processor to see if there are two successful transactions for the user and amount. If so, refund the first transaction. If not, there is no action required.
Donation Transaction on an Event Submission   The donation portion of the event submission failed after the event transaction was successful. Check the processor to see if the donation attempt was successful. If so, you can record the gift by completing the donation campaign for the user by utilizing Skip Billing. However, this will not link the donation to the event submission. If not, complete the event submission for the user by utilizing Skip Billing. This will both finish the submission and give you the option to send confirmation emails.
Recurring Billing   The recurring billing process received a timeout response. The recurring billing has been automatically disabled. Check the processor to see if the scheduled payment or perpetual gift attempt was successful. If so, contact iModules Customer Support to record the transaction and update the scheduled payment or perpetual gift. If not, you can safely enable the recurring billing.
Auto Renewal   The auto-renewal process received a timeout response. Check the processor to see if the auto-renewal attempt was successful. If so, update the membership status of the user via the profile. The membership will not be set to auto-renew regardless of the success or failure of the transaction.

Admin Notification

Super Admins are notified when a new commerce issue is documented in the grid. Ideally, Super Admins would access this area and handle the issue as soon as possible.

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