This article provides information about an issue in the Virtual Terminal where, while taking a payment over the phone, the PCN state is not updated to "Ready" after the customer has provided their credit card number.
To take card payments over the phone securely, agents need to access the Virtual Terminal, connect it to the current call, and request the credit card details from the customer.
Usually, when the agent clicks the PCN (Payment Card Number) option to request the card number, a dialog box with the state "Requesting" is displayed. At this moment, the customer will be prompted to enter the information and, once this information is provided, the PCN state will be updated to "Ready".
Agents may encounter issues when clicking on the PCN option, where the PCN state remains stuck at "Requesting" even after the information has been provided by the customer. This is usually caused by the agent's local setup. If you are experiencing this issue:
- Make sure your internet connection is stable.
- Clear your cache.
- Update browser to the latest version.
If the issue persists, reach out to CallStream support. Describe the issue in as much detail as possible, including the date and time the transaction attempts took place.
Once the issue reported by the customer has been replicated, report it to BCH by creating a ticket in the Help Desk. Include specific details (date and time) about 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.