Transactions Pending

[mjokiman]

Hi there are several cc transactions that said pending. Here's one order: 36448-2111021703466162248
Please let me know ASAP why they're pending?

Thanks.

[mjokiman]

Any updates?

[CnP.LiveSupport.AB]

mjokiman ,

We expect these are due to the network connectivity issues that occurred yesterday between 11:00 and 1:00 ET. They should resolve later this morning. I will check again around lunchtime to see if your transactions still have a status of "Pending".

[mjokiman]

These are transactions from Nov 2nd. As of right now, 8:26am PST, they're still pending. Thanks.

[CnP.LiveSupport.AB]

mjokiman,

There are now 9 transactions from 11/2/2021 that show as pending. They now have a declined status in CONNECT. There is no decline reason listed, so I am looking into confirming that these are legimate declines.

To correct Salesforce, we would just need to delete the transactions in C&P Settings > Maintenance, and post them again from CONNECT.

[mjokiman]

Please let me know the details of what happened. If they're indeed declines or as you mentioned the 1st time that these were due to the network activity error that occurred. Once, you've determined what happened and if they're legitimate declines, please correct the entries in Salesforce. Thanks.

[mjokiman]

Amy updates?

[CnP.LiveSupport.AB]

mjokiman ,

We have reposted the transactions to Salesforce so that they share the 'Decline' status now reflected in CONNECT.

I am still in the process of verifying what the decline statuses should be - whether there was a decline by the bank, or whether the decline represents a temporary break in the connection with the bank; however, these patrons cards were not charged.