This article provides information about an issue in the Virtual Terminal (VT) where the transaction status of a card payment is updated to ERROR instead of authorised or declined.
While taking card payments during a call, the Virtual Terminal (VT) will communicate with the configured Payment Gateway to make the transaction. After the transaction has been processed, the Payment Gateway will send a message back to the Virtual Terminal that contains the Transaction Status. This indicates whether the transaction was approved (authorised) or not (declined). However, agents using the VT may encounter issues when the Transaction Status is updated by the Payment Gateway to ERROR instead. This can be caused by a broken API link between the Card Payment Processing module within the Nucleus platform and the Payment Gateway. This issue needs to be reported to CallStream support as soon as possible.
Report the issue to the provider by creating a ticket in the BCH Help Desk. In the ticket, provide information about the transactions that have failed including Date, Transaction Time, and Order Ref. You can find this information by checking the customer's transaction reports for the day and locating those with an Error status. Once the ticket has been created, post the incident number in the Zendesk ticket as an internal note. Relay any information from BCH to the customer as well as from the customer to BCH.
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