Voided/declined payment is shown as "Completed" in Customer CP

Refers to:

  • Plesk 11.5 for Linux

Created:

2016-11-16 12:48:54 UTC

Modified:

2016-12-21 19:16:46 UTC

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Voided/declined payment is shown as "Completed" in Customer CP

Symptoms

A credit card payment is declined by the payment processing gate (due to an invalid address or zip code, or another reason), and the corresponding "void sell" transaction is present in the PBA Provider Control Panel.

However, in the Customer Control Panel, the payment is shown as "Completed," and the customer is not informed about the declined payment. The order associated with the voided/declined payment stays in the Waiting for Payment status.

Cause

Invalid data stored in the customer account was sent to the payment processing gate.

Resolution

Check the "void sell" transaction related to the failed credit card payment to find the reason why the payment was voided. Correct the data (zip code, address, etc.) in the customer account in question and ask the customer to submit a new payment or submit a payment on the customer's behalf.

The issue is corrected in PBA 5.4.16.

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