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joel_buaron Trusted Master ZEO

Trusted Master ZEO

Trusted Master ZEO
Posts: 90
Registered: ‎01-06-2016
Accepted Solution

How to update the Stuck Payment that is on Processing status?

[ Edited ]

Problem Statement: Payment has settled on the payment gateway report but in Zuora it still shows 'Processing' status and there is no option to update it.



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joel_buaron Trusted Master ZEO

Trusted Master ZEO

Trusted Master ZEO
Posts: 90
Registered: ‎01-06-2016

Re: How to update the Stuck Payment that is on Processing status?

[ Edited ]

Solution: If the payment integration encounters a problem while processing a payment and is unable to determine the payment status from the gateway, Zuora will keep the payment in Processing status to prevent duplicate payments from being attempted on the same invoice(s). To fix the issue you need to check the following:

 

a. Does the Payment exist in your payment gateway account?

- If not, set the Payment status to Error as the Payment request failed to reach the payment gateway.
- If it does, please look for the additional information below.

 

b. What is the error message on the payment gateway, if there is any?

 

c. What is the Payment transaction ID number and transaction result?

This can be located in your gateway console and is required when updating the payment status. 

 

Steps to resolve Payment Stuck in Processing: 

 

Step 1: Locate the payment stuck in processing status.

 

Screen Shot 2017-03-15 at 8.30.45 AM.png

 

Step 2: Verify the payment by going to your Payment Gateway UI Console (processed or declined). If you do not know how to do this, please work with your payment gateway contact.

 

 

Step 3: Find the Payment Id sample: 2c92a0aa5078c2e601508f3886f50919. You can locate the payment ID with the URL on the payment page.

 

Screen Shot 2017-03-15 at 8.30.59 AM.png

 

 

Step 4: Use the following URL and add the Payment ID you copied from step 3 at the end of the URL (replacing the X's with the Payment ID)

 

https://www.zuora.com/apps/PaymentLog.do?method=addTransactionLog&paymentID=XXXXXXXXXXXXXXXXXXXX

 

Screen Shot 2017-03-15 at 8.31.11 AM.png 

 

Gateway Type: no need to update the value since it auto maps the gateway used for the payment.

 

Gateway State:

 

Submitted = Payment has processed successfully on the gateway.

Not Submitted = Payment did not process successfully on the gateway and you want to error out the payment for retry.

 

Gateway Response Code:

Gateway Response MSG:

  • These fields are not required so you can leave it blank. However, if you wish to put value on it, please make sure you have the correct information since once the changes is saved, it cannot be updated. 

Transaction Result Code: We only use 2 options from the drop down

Approved = Payment has reached the gateway and you want to update the payment status to Processed.

GatewayCommunicationError = If you want to error out the payment to retry

 

Transaction ID: If the transaction was processed successfully the gateway console will have a transaction ID. The ID is needed since most of the gateway validates this value during Refund. Please work with your payment gateway contact if you need assistance how to access the payment gateway console.

 

Once the required fields are filled, click Add Transaction Log and Update Payment and next page should update the status of the payment.


Supporting Reference(s): The Payment is Stuck in Processing Status



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bcox Savvy Scholar

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Posts: 3
Registered: ‎09-19-2016

Re: How to update the Stuck Payment that is on Processing status?

Does this logic also apply to a refund stuck in Processing status? Confirmed from the gatway that the payment is refunded but having issues moving the record to Processed status.

Rolando ZEO Moderator

ZEO Moderator

ZEO Moderator
Posts: 399
Registered: ‎01-08-2016

Re: How to update the Stuck Payment that is on Processing status?

Yes, the logic also apllies to Refunds stuck in a "Processing" state.



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bcox Savvy Scholar

Savvy Scholar

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Posts: 3
Registered: ‎09-19-2016

Re: How to update the Stuck Payment that is on Processing status?

@Rolando thank you, I'm tryingto push a refund from Processing status since the gateway has confirmed the refund was made, but having troubles with the refund ID. I'm using the ID at the end of the refund URL: https://www.zuora.com/apps/RefundLog.do?method=addTransactionLog&refundID=R-00001080

 

 but still getting an error message which reads "Wrong refund ID."

 

I looked for a refund ID beginning "2c92" like in the example above, but it wasn't populated on the refund page so I appended the refund ID beginning with R above, since it was all I had.

Rolando ZEO Moderator

ZEO Moderator

ZEO Moderator
Posts: 399
Registered: ‎01-08-2016

Re: How to update the Stuck Payment that is on Processing status?

@bcox I noticed you just submitted a support ticket. I will have one of our support agent follow up with you ASAP.



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Renaldo Zuora SME

Zuora SME

Zuora SME
Posts: 18
Registered: ‎01-11-2016

Re: How to update the Stuck Payment that is on Processing status?

Is there a method to fix these in bulk?

Viktor ZEO Moderator

ZEO Moderator

ZEO Moderator
Posts: 231
Registered: ‎01-11-2016

Re: How to update the Stuck Payment that is on Processing status?

[ Edited ]

Yes!

 

  1. Go to  https://www.zuora.com/apps/PaymentLog.do?method=batchHandleProcessingPayment
  2. Create a Windows CSV file with the following columns;
  • PaymentId
  • TransactionId
  • GatewayType
  • GatewayState
  • GatewayResponseCode
  • GatewayResponseMSG
  • TransactionResultCode

You can leave the TransactionId,GatewayResponseCode,GatewayResponseMSG blank.

 

IMPORTANT: you still need to check every transaction if they exist in the gateway to see if the ultimate Status needs to be updated to Error or Processed.



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OmarArroum Support Team

Support Team

Support Team
Posts: 113
Registered: ‎01-08-2016

Re: How to update the Stuck Payment that is on Processing status?

For customers using the EU Data Centre, please make sure to replace the www with eu like so:

 

 

From: https://www.zuora.com/apps/PaymentLog.do?method=addTransactionLog&paymentID=XXXXXXXXXXXXXXXXXXXX

To: https://eu.zuora.com/apps/PaymentLog.do?method=addTransactionLog&paymentID=XXXXXXXXXXXXXXXXXXXX



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