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faq:troubleshooting_msg_timeout_on_response

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faq:troubleshooting_msg_timeout_on_response [2010/10/26 10:12] (current)
cliff created
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 +Parent Article: [[:​faq:​troubleshooting_mercury_processing_behaviors_credit_card_error#​timeout_on_response|Troubleshooting Credit Card Results From Mercury Payments]]
 +
 +====== Timeout on Response ======
 +This is an error message that shows on the slip reciept. There are scenarios where these transaction get processed and go through, and other scenarios where the do not go through. ​
 +
 +Here is a text representation of a merchant copy receipt showing the "​Timeout on Response"​ message:
 +<​code>​
 +Company Name Goes Here
 +Credit Card Sale
 +Invoice # goes here
 +
 +DATE        10/2/2010
 +TIME        3:32:10 PM
 +TILL        3
 +CARD NUMBER xxxxXXXXxxxx9999
 +EXPIRE ​     9999
 +CARD TYPE   ​Master Card
 +NAME        Carholder name here
 +AMOUNT ​     $99.99
 +
 +Timeout on Response
 +RESULT Error
 +AUTHORIZATION
 +REFERENCE
 +
 +
 +
 +----------------------------------------
 +Signature of Card holder
 +
 +I agree to pay the above amount
 +according to the card issuer ​
 +aggreement.
 +</​code>​
 +
 +
 +
 +
 +
 +===== Does this message come from System Five, the processor, Mercury Payments, or elsewhere? =====
 +  * Global Payments: This is a DSIClientX Specific (TCP/IP> Message from Global Payments. ​
 +
 +
 +
 +
 +===== Why does it happen? =====
 +The quick answer is that there were "​communication issues"​ between Mercury Payments servers and Global Payments servers. There would be various possible causes, but they are beyond our control, and not situations that we have details about.
 +
 +===== Who does this apply to? =====
 +This could apply to anyone using Mercury Payments. ​
 +
 +
 +
 +
 +
 +===== What causes this error? =====
 +Basically System Five sends a request to Mercury Payments then they sent the request to Global Payments. The request back from Global to Mercury did not get returned and the request timed out. The transaction may or may not have processed at Global Payments. ​
 +
 +  * BEHIND THE SCENES INFORMATION:​ Think of the passing along of a token when we request an authorization of a credit card. The path that the request/​token takes starts with you making a request to authorize a card in System Five. System Five then makes a request from Mercury Payments giving Mercury Payments the token. Mercury Payments then makes a request from Global Payments giving Global Payments the token. The response then comes back from Global Payments to Mercury Payments and finally on to System Five for us to display to on the screen. The last sentence describes the token getting passed back along the line. 
 +
 +===== What do I do when this error comes up? =====
 +In this situation you retry processing the transaction. You do this because we do not know if the transaction was processed by Global Payments. The same invoice number must be used, so "DO NOT" open a new invoice and try the transaction there. It may result in double processing of the sale. If the transaction did process at Global Payments and we try to process it again on the same invoice, we will get a duplicate response. This is a good thing because it recognizes that the transaction has processed correctly. (Note: What exact message and screen would we see? Find out)
 +
 +===== When does it happen? =====
 +
 +
 +
 +===== Can it be prevented? =====
 +This is not a question for Windward Software as it is not in our control, but the answer is yes. Mercury Payments and Global Payments are always taking measures to prevent these types of problems, and they are very diligent about ensuring proper operation and reliability.
 +
 +
 +==== If so, how can it be prevented? ====
 +We will have to leave this up to the capable hands of those Global Payments, and Mercury Payments. ​
 +
 +===== Is there any documentation available on this error? =====
 +This error code is referenced in the programmers reference / ClientX document from Global Payments. ​
 +
  
faq/troubleshooting_msg_timeout_on_response.txt ยท Last modified: 2010/10/26 10:12 by cliff