Failed Payments Report

The Failed Payments Report allows administrators to search and review a list of unsuccessful payment transactions within a specific date range. Its primary purpose is to help identify exactly why a user's transaction did not process by providing access to detailed transaction records and specific payment provider error codes. This article is intended for OPS-COM administrators.

Setup and Configuration

There is no specific system configuration required to access this report. Running the failed payments report is a standard administrative function available to users with the appropriate financial reporting and payment management permissions enabled on their account profile.

Using this Feature

Administrators can generate a list of unsuccessful transactions and drill down into the specific error details in just a few steps.

1. Hover over Payments and click Search Failed Payments.

2. Enter the specific date range you wish to report on using the provided date fields.

3. Click the Search button.

4. Review the generated list of failed payments displayed for the selected time period.

5. Click the specific Confirmation Code link to open the full transaction record and view detailed failure information.

Understanding Provider Error Codes: While some payment gateways return a detailed text explanation indicating exactly why a payment failed, other providers will simply supply a numerical error code (e.g., Response Code 481).

Key Information Displayed

• Failed Payment List: The initial search results display a high-level overview of the failed attempts, including the Pay ID, confirmation code, total amount of the payment, the date the payment failed, and the associated user's name.

• Transaction Record Details: Drilling down into a specific confirmation code reveals the full transaction record. This includes any detailed information or response codes returned directly by your third-party payment provider.

Best Practices and Considerations

• Investigating Codes: Perform a quick web search for the specific credit card response code if your gateway only provides a number. For example, searching for "Credit card response code 481" will quickly reveal that there is an error in the information provided by the user, usually an incorrect expiration date or an incorrect billing address.

• User Support: Use the information found in the transaction record to proactively assist users who call in regarding payment issues, guiding them to double-check specific fields (like their postal code or CVV) based on the gateway's response code.