Managing Gateway Transaction Responses

Take actions on your payment transactions based on the gateway response recorded in the transaction’s Gateway Status field. If the transaction was successful, reconcile your successful transaction against the gateway’s settled transactions to ensure that Salesforce Billing didn’t miss recording any other successful transactions. If the transaction was indeterminate, check the payment gateway to confirm whether the transaction was settled or unsettled. If the transaction failed, take corrective action in Salesforce Billing and try the payment again. (Salesforce Billing Managed Package)

• Recording Gateway Responses
  Payment transactions record the results of gateway communication in their Status, Gateway Status, and Gateway Response fields. Review each field to understand what happened during gateway communication. (Salesforce Billing Managed Package)
• Reconciling Successful Transactions in the Gateway
  Review settled transactions in your payment gateway to confirm that their amounts match the equivalent successful payment transaction records in Salesforce Billing. Regularly reconciling your transactions this way ensures that you don’t miss instances where the payment gateway didn’t record, or inaccurately recorded, a settled transaction in Salesforce Billing. (Salesforce Billing Managed Package)
• Indeterminate and Failed Transactions
  An indeterminate transaction occurs when Salesforce Billing is unable to process the results of the gateway’s call to the customer’s bank. Depending on the type of issue that prevented communication, the transaction may or may not be successful. When you see indeterminate payment transactions in Salesforce Billing, first review your external payment gateway to determine whether the transaction was created. Then, you have several options for either recording a successful transaction on your own in Salesforce Billing, or making corrections and retrying the transaction. (Salesforce Billing Managed Package)
• Guidelines for Resolving Failed Transactions
  When a payment transaction records a failed gateway status, your options for correction vary based on the type of status, payment gateway provider, and the customer bank. We’ve provided some generalized recommendations for corrective actions that you can take before retrying the transaction. (Salesforce Billing Managed Package)
• 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)
• Create a Refund to Represent a Voided Payment
  Voided payments often occur to correct a payment that was processed incorrectly—for example, if a customer has a credit card set to autopay but decided after the payment was settled that they wanted to pay using a different card. A credit card transaction can be voided only before settlement. After settlement, you must process it as a refund. After you void a settled transaction in the payment gateway, Generally Accepted Accounting Principles require that you record the void action in Salesforce Billing. To record the void action, create a refund equal to the payment’s total amount, and then allocate the refund to the payment. (Salesforce Billing Managed Package)
• Payment Transaction Fields
  Before you start working with payments, review payment transaction fields and attributes. (Salesforce Billing Managed Package)