This article provides information about an issue with XML reports where information from the transaction is missing.
When the Virtual Terminal has been integrated into a third-party CRM, an XML receipt is sent to the CRM system for every transaction that takes place in order to keep a record of all transactions. This XML receipt includes details of the transaction, including the expiry date of the card used.
Users may encounter issues with the XML reports, where the expiry date or other details of the transaction are missing. This could be caused by a rare timing issue where agents, while taking the credit card payments, press the Home or Repeat button before the Nucleus software has been able to receive all data from the Payment Gateway confirmation.
An improved handling sequence has been engineered to prevent this issue from happening. However, if it does, the issue should be reported to CallStream immediately.
<supportagent> Report the issue to the provider by creating a ticket in the BCH Help Desk. In the ticket, provide information about the transactions with the issue. 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. </supportagent>