Working with E-Pay Transactions

Accessing E-Pay Transactions

E-Pay transactions can be accessed via the Customer menu by choosing Billing > E-Pay Transactions, or from the E-Pay Accounts page.

On the E-Pay Accounts page, recent transactions for the account are displayed under account details. To view all transactions click the View All link to display the E-Pay Transactions page.

Filtering

When coming from E-Pay Accounts, the E-Pay Transactions page is pre-filtered for the selected E-Pay account.

You can use the search criteria to view a subset of transactions on a specific account, or view all transactions across all accounts.

Preview Details and Void

In the last column on the grid, hover and click the Preview icon for a more convenient view of the transaction details.

From this view you can:

• Void the transaction - click .  

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  Transactions with a status of Unprocessed, Approved, Declined, ProcessingError, or UnprocessedOnetime are eligible to be voided.

  Note

  The transaction cannot be associated with a posted Payment or Adjustment. You'll be prompted to confirm that you wish to void the transaction. If you continue any Payments or Adjustments that are associated with the E-Pay transaction will be deleted and the status on the transaction will be set to Void.

• Resubmit the transaction (when a transaction has a status of Declined or Processing Error).  

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  The RESUBMIT button is available on the Preview form when a transaction has a status of Declined or ProcessingError.

  You'll be prompted to reconfirm the action. If you confirm and proceed the system will resend the transaction to the gateway.

• Reverse the transaction.

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  To debit a transaction from the E-Pay Transactions page:

  1. Hover over the last column in the appropriate row and click the Preview button.

  2. In the details form, click REVERSE.

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  3. Click YES in the confirmation message. The Issue Credit dialog is displayed.

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     • The amount field is populated with the original amount from the transaction that is being reversed.

     • The amount field can be changed but cannot exceed the previous amount of the transaction being reversed.

     • Submitting the credit calls the gateway to issue a credit against the original transaction ID.

     • If the credit against the original transaction fails the system calls the gateway and attempts to issue a blind credit.

  Note

  There are additional rules for these actions when Automated Actions on Declined E-Pay payments is implemented as described below.

Automated Actions on Declined E-Pay Payments

This provides a process within the IDI platform to take action on declined E-Pay payments through a configured workflow. For instance, you can configure the workflow to retry processing a declined credit card transaction a specified number of times, under specified payment gateway decline error conditions. This helps ensure a customer does not get into dunning due to a temporary payment issue and is prematurely hotlined.

You can also set up a process for handling declined ACH payments. Note: It is recommeded not to retry ACH payments, but rather to send a notification or similar functionality. Retrying ACH

This solution requires a Workflow and Customer Care setup (via MANAGE> Settings > E-Pay Transactions > Take Action on Declined E-Pay Transactions.

The ability to retry processing of payments when they have been declined is based on configurable business rules. To accomplish this the PCI Payment Gateway Transaction Processing scheduled job has been updated to mark declined transactions as eligible for retry when this functionality is enabled in Customer Care. From there a recurring trigger uses a new Workflow action to obtain the list of retriable transactions and kick off a workflow.

When a transaction meets the business rules, configured in the workflow, it will create a new E-Pay transaction to attempt processing the payment. Transactions are considered complete when one of the retries is successful, or the end of the business rules are reached.

Both Customer Care and Desktop Client have been updated to display a count of how many retries have occurred. Also, both applications have had their re-submit, void, and reversal functionalities updated to account for transactions in the auto retry flow. These actions are not permitted when a transaction is part of the auto retry flow. Once the transaction succeeds you can void or reverse.

Notes:

• Only payments processed through the PCI Payment Gateway Transaction Processing job can be Auto Retried.

• The PCI Payment Processing Job will only set the Retry Indicator if the transactions are declined. It will not retry transactions that fail with processing errors.

  When this functionality is implemented, you can use the E-Pay Transactions view to show the number of times a declined transaction has been retried. Also, when this functionality is implemented, the resubmit, void, and reversal actions are not permitted when the transaction is in an auto retry flow. This is to prevent issues like double charging a customer by re-submitting a declined transaction that is also being auto retried.payments can have a financial impact on end users as they may receive overdraft fees.

  To see the Decline Count for a transaction (when applicable) hover over the far right column to display the Preview icon and click.

  The Preview view has two fields for monitoring declined transactions:

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• Root E-Pay Transaction ID is the ID of the original payment being retried.

• Decline Count is the number of times the payment has been retried.

  Note

  A Decline Count is only shown for the original transaction. This field is not shown for transactions that are retry attempts of the original. However, retry transactions will indicate the transaction ID of the original (root) transaction.

  The action buttons display on transactions when they meet applicable criteria. To account for auto retry, the criteria now includes the following:

• Resubmit is not allowed on auto retry transactions.

• Void and Reverse are available on a transaction that has gone through the Retry workflow, AND its status = APPROVED.

• Transactions that have gone through the workflow, are approved, and then manually Voided will not be picked up for retry.