Order Processing Questions

Below you will find answers to some commonly asked Order Processing questions:

Q: I'm getting Authentication errors when testing a live card on my MID.

• Check to make sure your credentials are correct

Q: I'm seeing “Could not authenticate credentials” when using my CheckoutChamp form code landing page

• Set the apiLoginId and apiPassword in the config.php file

Q: How do I rerun declined rebillings?

• Use the batch update feature on the continuity report

Q: How do I batch update next billing dates on continuity orders?

• Dashboard/Sales/Continuity/ Change Date Range to NEXT BILL DATE. Then use show/Hide to refine any filters. IN the bottom box Set your Results Per Page to include all the purchases.... then Select all or select which ones you want to pick.... then click on Show/hide batch updates: In the Next Bill Date field - Type in the new date mm/dd/yy and then click on the UPDATE BATCH button

Q: Will the rebills I batch updated go through immediately?

• No, it will go through during the next daily billing process.

Q: What is the minimum amount of required information to create a partial record?

• First and Last Name and either Phone Number or Email Address

Q: My autoresponders aren't firing right away, but rather 30 minutes or so later.

• Have your dev team implement the Confirm Order API

Q: Why doesn’t a recurring order have a new orderId like I have seen with other orders?

• The CRM will only generate orderIds if the billing cycle is shippable, and after the last configured cycle within the billing schedule configuration.

Q: Will Deleting a customer cancel their subscriptions?

• · Yes, deleting the customer will automatically cancel all of their subscriptions

Q: Is there way to mass refund orders / customers?

• No, there is no way to refund in mass or in batches.

Q: Why does my checkout error with “Cannot user test card with live customer.”?

• If you try to place a test card order against a customer who already has a live card stored as a payment method, then the test card order will be rejected with this error message.

  If you want to use the same customer info to test then you should be able to go into the customer profile and remove the live card payment method. You also have the option to either delete your customer to remove everything attached, or just use the info of a different test customer moving forward.

Q: Error: Upsale item expects offer with valid Gateway or Gateway Profile.

• Trying to process an upsell without a main offer and the upsell product is set to 'Use Offer Gateway' in the campaign.

Q: Error: Biller has been disabled

• This means the gateway is either disabled or it was deleted. Verify the gateway list in the CRM.

Q: Error: "Card already declined"

• This is the Enforce Reorder Validation at work. You can disable this in the account settings of the CRM. https://crm.checkoutchamp.com/account/account/

Q: What is the difference between a Soft Decline and a Hard Decline?

• A hard decline is when the issuing bank does not approve the payment. In other words, hard declines are permanent authorization failures and should not be retried. These failures may be caused by: Stolen Card Invalid Card Closed Account When a hard decline occurs, the problem originates with the issuing bank or the processor.

  The problem with hard declines is that retrying the card number doesn’t work, even if the decline happens on a renewal. With hard declines, the only guaranteed way to prevent losing the payment is to have the customer fix the problem. Which most likely means they’ll have to give you a new credit card.

  A soft decline occurs when the issuing bank approves the payment, but the transaction fails at some other point in the process. Some typical reasons for a soft decline are:

  Insufficient Funds Processor Declined Card Activity Limit Exceeded Expired Card The Purchase is Unusual The Billing Address and the IP Address Do Not Match The Card is Being Used Abroad The good news about soft declines is that the transaction failure is temporary. So, you can retry the card in one or two days after the decline occurs and hope for valid authorization.

Q: When a rebill order is approved from QA, is the next bill date the day it's approved or when the order was placed?

• The next bill date is set based on the day of approval.

Q: How do I ensure that my products are processed on the same transaction?

• Besides the Single Transaction setting, below are the rules for items from the same Import Order / Order Entry being combined onto same transaction:

1. Both items are set to the same gateway profile or gateway

2. Neither item requires a special trial auth transaction

3. Neither item is an accelerated trial

4. If billing 'capture on shipment' products, both products must go to the same fulfillment house and both be shippable

5. The product is not specifically set to always use a "standalone" transaction

Q: Why did this transaction decline?

• When a sale occurs the CRM sends the data provided on the order form to the gateway that is assigned to the offer/upsell. If the transaction ends up declining, this is the response from the gateway or the processor which the CRM is receiving and displaying on the website (and the CRM UI). If the error message begins with “Transaction Declined:” then this means that the transaction was declined by the gateway or processor, not by the CRM.

Note: There are cases that the CRM will reject a sale before the transaction is sent to the gateway. Reasons include but are not limited to; a malformed API request to the CRM, a misconfigured offer within the campaign, settings from Fraud Protection or other fraud screening plugins, blacklisted customer information. In these cases, the CRM will display a message that corresponds with the reason that the sale was rejected, and you will not see the “Transaction Declined:” prefix on the error.

Each gateway has their own list of decline/error codes, which can typically be found on the gateway’s website/integration documentation. You may need to search by the numerical error code, which is stored in the AVS response on a declined transaction.

Below are links that provide decline/error descriptions for a few commonly used gateways:

NMI: https://support.nmi.com/hc/en-gb/articles/360033116632-Bank-Errors-and-Declines & https://support.nmi.com/hc/en-gb/articles/360033371552-Processor-Errors

Stripe: https://docs.stripe.com/api/errors

PayPal: https://developer.paypal.com/api/rest/reference/orders/v2/errors/#link-createorder

Auth.net: https://support.authorize.net/knowledgebase/Knowledgearticle/?code=KA-04306 & https://developer.authorize.net/api/reference/responseCodes.html

Unfortunately, some error codes are more generic than others, so you might need to reach out to the gateway’s support team to see if they can provide more information about why the transaction was declined.

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Additional Notes

When using Order Entry any new attempted card becomes the new default.