In rare instances, a transaction may time out before the credit card processor has confirmed the status of the transaction resulting in a communication error instead of a transaction confirmation. Communication errors are usually triggered when your cc gateway is experiencing an intermittent outage or slowdown.
Since the software doesn't know whether communication broke down before or after the transaction was approved/rejected, the payment is recorded as pending/processor error.
If the error occurs during an online transaction, the order is accepted and your supporters will see this confirmation alert: "Our credit card processor is currently experiencing delays in processign transactions, we are monitoring the situation and will reach out to you in the event that your payment is not processed as expected."
If the error occurs while your team is adding a payment to an order, or checking out a guest, an "Invalid or No Response from gateway" error message will display:
Since the software doesn't know whether communication broke down before or after the transaction was approved/rejected - you'll need to login to your gateway directly to see if the transaction was successful or not, then reconcile the order status within the software:
- If the gateway shows a successful transaction, edit the order to Mark as Successful to update the order/receipt.
- If the gateway shows that the payment was not processed, edit the order to Mark as Failed/Not Sent, then use the Add Payment button to re-process the transaction.
- If the gateway shows duplicate transactions (because the transaction was attempted again), refund the duplicates directly on your gateway interface and edit the order to mark the duplicate payments as Failed/Not Sent.