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[RESOLVED] Transactions were declined at Adyen but Processed in Zuora.

gelaimr
Support SME

[RESOLVED] Transactions were declined at Adyen but Processed in Zuora.

Issue Description:  

Due to some backend mapping issue, failed payment transactions through Adyen gateway were approved or maked as "Processed" in Zuora instead of "Error". This applies to transactions between 11/28/16: 3AM to 11/30: 7:00AM PT.

 

Actions Taken/ Workaround:

We have proactively reached out to potential impacted clients.

To correct:

  1. Check with Adyen Payment Gateway to confirm if any payments failed between 11/28/16: 3AM to 11/30: 7:00AM PT.

  2. If you have failed payments with Adyen, get the payment reference from Adyen and look up the payment # in Zuora.

  3. In Zuora, process an external refund on the Payment # so the invoice balance opens up again

  4. In Zuora, Re-process the payment again

 

 

Reference Number: PAY-8134

Status - Fixed






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