Decline Transaction reason Gateway timeout

[[email protected]]

Not sure if this is a Gravity Forms issue, C&P, Salesforce, or on the user's end of things, but we had 1 customer attempt 2 transactions that were declined with a reason of "Gateway Timeout. Please Retry". The application is Gravity Forms. What is the "gateway" and how can we avoid this error? Here is information:
C&P Account Number: 37312
Name: Christina Safford
1st C&P Order Number: 37312-1902202122510712254
2nd C&P Order Number: 37312-1902202121319672254

It might not be needed but I have granted login access in our Salesforce org. Our Salesforce Org ID is 00D50000000cBTw.

Let me know if you need further info.

[[email protected]]

Additionally, it turns out both transactions actually hit the bank account of the customer, Christina Safford. So C&P said the transactions were declined, they didn't post to SF, but the customer was charged anyway. Your help is greatly appreciated.

[CnP.Support.AM]

Good day @[email protected]

That seems to be strange. However, I have forwarded this to our accounts department and one of the team members will be contacting you shortly.

[[email protected]]

Thank you, we appreciate your speedy response.

[[email protected]]

Another customer experienced the same thing. All 4 transactions are "declined" in C&P but his card was charged for the 4 transactions. Please see the C&P declined transactions attached, plus 2 additional attachments showing his bank statement with the transactions hitting his account. We are concerned this might be happening to additional customers. Please respond at your earliest convenience!

[CnP.Support.AM]

I have told by our Accounts department that they will be contacting you shortly to discuss the above case.

[[email protected]]

I received the voice message from someone at C&P. Still no actual information. She said she'd try to get back to me by the end of the day yesterday - that clearly didn't happen. We really need to figure out what is happening here. These customers are upset, and rightfully so. How could it say Declined on the C&P end but the transactions still hit the customer's credit cards? We appreciate your immediate attention to this problem, please.

[CnP.Support.AM]

Yes, they have sent you an email as well but it seems that you haven't received it. However, one of our team members will be contacting you right away.

[[email protected]]

Thank you. I'm working from home today. I will receive any voice messages left and am available by email. I can call if a phone number is provided.

[CnP.Support.AM]

You will be receiving a call now.