Global Errant Payments

Each time Gotransverse runs a bill cycle, it produces a batch file containing payments made by automatic recurring payments. These batch files are added to the Payment Batches section and are identified by the Bill Cycle Run batch type of (shown in the Type column). In addition, the Created By column indicates that the System created the batch. Any time a bill cycle batch file includes auto-payments that failed during processing, those failed payment records are added to the Global Errant Payments section. You can then examine the errant records to determine and resolve the problems. After you have found and resolved the problem that caused a payment record to err, you can add that payment to a manual batch for processing.

The Global Errant Payments section includes the following columns:

Global Errant Payments Fields

Column	Description
Type	The type of batch file that contained this erred payment record. Types include, but are not limited to Bill Cycle Run, or Retry for a retry of a Global Errant Payment from a Bill Cycle Run.
Original Batch	The number of the original batch file. Many batch files will not have Global Errant Payments and those batch file numbers will not appear. Some batch files may have many Global Errant Payments and they will all have the same original batch file number.
Account #	The customer's billing account number.
Amount	The amount of the payment submitted.
Failure Date	The date on which the batch payment failed to process. Normally, this is also the date the batch file was processed.
Paid By	The method of payment used by the customer, including, but not limited to, Visa or MasterCard.
Payment Information	If no changes were made to the original payment method, the word Same is associated with the payment record; if you made a change to the payment method (for example, an update to the expiry date), the word Changed is associated with the payment record.
Retry Batch	If this erred payment record has been added to a Retry Batch File, this column shows the identifying number of the Retry Batch File to which the payment record was added. The batch number corresponds to a number shown in the Batch Number column in the Payment Batches section.
Error Message	The error message generated by the payment processor that identifies the cause of the failure. If you have questions regarding the error message, refer to the documentation supplied by your payment processor company.

Some of the errors that could cause the payment to fail include, but are not limited to, the following problems:

• If a credit card was provided for the recurring payment:

  • The credit card used for the recurring payment has expired.

  • The credit card used for the recurring payment has been canceled.

  • The credit card used for the recurring payment has been reported lost or stolen.

  • The number of the credit card used for the recurring payment was entered incorrectly.

  • The credit card has exceeded its credit limit.

  • The connection to the payment processor has failed.

• If a bank draft was specified to be used for the recurring payment:

  • The account number was entered incorrectly.

  • The routing number was entered incorrectly.

  • The bank account number was entered incorrectly.

  • The bank account has been closed.

  • The bank account has exceeded the amount of available funds.

In the Global Errant Payments section, each line represents a single failed payment record. For each failed payment record, you can perform the following actions:

• If the problem was not with the payment processor or if only a few of the payment records failed, on each errant payment record, click the billing account number (in the Account # column) to show the customer's billing account window. In the billing account window, verify and if necessary, update the following information:

  • On one of the lines that represents an erred payment record, click the number of the batch file (in the Original Batch column) where the error was encountered to view information about the batch file. On the batch file's general information window, by comparing the number of payments (in the Number of Payments field in the Payment Batch Details section) with the total number of failed records in the Errant Payments section, you can determine if a part of the batch file failed or if all payments failed. If all payments failed, there may have been a problem with the payment processor when the batch file originally ran. Verify that the payment processor is defined correctly and is responsive. Then click the Create Retry Batch button to create a new batch file to rerun the failed payment records. You can also view the batch file's general information window by clicking on the number of the batch file in the Payment Batches section.

  • Examine any error messages (in the Error Message column) that are associated with the payment records. Many times, the error message will point to the cause of the error. For information about error messages, refer to the documentation supplied by your payment processor company.

  • The customer's basic information (for example, name and address).

  • The customer's recurring payment information (for example, credit card number and expiry date or bank routing number and account number).

  • Resolve any problem in the billing account and then continue with the next erred payment record. When finished, click the Create Retry Batch button to create a new batch file to rerun the failed payment records.

 

 

 

 

Topic updated: 04/2024.