If your payment gateway or merchant account is experiencing a technical issue and is unable to approve credit card transactions, orders will appear as incomplete in your Orders > New Orders page. When this occurs, you may consider the following three options:
- Disable the real-time payment method and enable manual credit card processing.
With this method, customers will see an order confirmation message. If you haven’t already reviewed and edited this message, we recommend doing so.
Please carefully review the following KB for more information about enabling manual/off-line credit card processing:
- Disable real-time credit card payment method, and continue to accept your other payment methods like PayPal Express normally.
You may want to include a message that Credit Card payments are accepted on the PayPal Check-out page and that no PayPal account is required.
(This is not an ideal check-out buying experience for customers, but would be the least amount of effort for you as a merchant)
- Do nothing and wait for the issue to be resolved.
If you believe the issue is temporary and will be resolved within a short period of time, you may simply want to wait it out.
If Pulse Commerce does not receive a positive authorization from the payment gateway, the customer will see a time-out message and the Order will appear as an Incomplete Order.
You may then contact/call each of these customers and request to continue processing their order for them once the payment gateway services are restored and operational.