Finalize Payments After a Failed or Indeterminate Transaction

When Salesforce Billing receives an unsuccessful payment gateway response, it goes to the invoice related to the payment transaction and sets the invoice’s Corrective Action (Payment Run) field to Action Required. As long as the invoice is in this state, payment runs don’t pick up the invoice for payments. After you verify the transaction’s status in the gateway, take steps to finalize the payment by manually allocating it or unlocking the invoice and attempting payment again. (Salesforce Billing Managed Package)

Payment Transactions contain an Attempt Refund & Unlock Invoices button. When you select it, Salesforce Billing requests that the payment gateway attempts to refund any transactions related to the invoice in the payment gateway. If the gateway contains settled or unsettled transactions, the refund request goes through and removes the transactions from the gateway, and then Salesforce Billing changes the invoice’s corrective action to null. If the gateway doesn’t contain transactions, nothing else happens in the gateway and Salesforce Billing changes the invoice’s corrective action to null.

Note When you evaluate an unsuccessful payment transaction in Salesforce Billing, we recommend going to the payment gateway, finding the gateway response ID for your unsuccessful transaction, and recording the ID on the Salesforce Billing transaction record. This way, you can quickly confirm that the payment transaction failed in the gateway if the customer has any questions in the future.

However, if the payment is settled in the gateway, many customers don't want to refund it and run the payment again. In this case, you can manually create a payment in Salesforce Billing and allocate it to the invoice.

1. Go to your payment transaction record in Salesforce Billing.
2. If the transaction failed, or was indeterminate in Salesforce Billing and unsettled in the gateway, click Attempt Refund and Unlock Invoice.
   In the payment gateway, Salesforce Billing refunds any unsettled transactions related to the invoice, and then changes the invoice's corrective action to null. The invoice is now eligible for future payment runs or Payment Center transactions.
3. If the payment was settled in the gateway, create a payment for the equivalent amount in Salesforce Billing.
   1. Review the amount of the settled payment in the gateway.
   2. In Salesforce Billing, create a payment with the same amount.
   3. Allocate your payment to your invoice.