Gateway Payments
Gateway Payments is where payments that did not complete cleanly are traced. A customer's card can be charged while the gateway's notification to the ERP is delayed or lost, leaving the money taken but the subscription not started. This screen is how you find those and finish them by hand.
This page is being reprogrammed. It still works for checking and completing a stuck payment, but expect its layout to change.
Where to find it
Go to Company > Payments.
Why payments get stuck
| Stage | What can go wrong |
|---|---|
| Customer pays | Nothing — the money leaves their account. |
| Gateway notifies the ERP | The notification is delayed or never arrives. |
| ERP acts on it | Without the notification the next steps never run, so the subscription is not activated. |
A late notification usually resolves itself and the system catches up. The cases that need you are the ones where the money is credited from the customer's account but held at gateway level.
Checking a payment
- Find the payment for the company in question.
- Compare it with what the gateway's own dashboard shows.
- Where the money has genuinely been taken, use the reference here to complete the remaining steps.
- Confirm the subscription is now active in Company Subscriptions.
Give it a little time before intervening. Most stuck payments clear on their own when the delayed notification arrives, and completing one manually that then clears itself can double up the subscription.
If the gateway is at fault
Where a payment is held at gateway level, the reference on this screen is what the provider's support will ask for. We can help from our side as well — a payment stuck between the gateway and the ERP usually needs both.
Related pages
- Payment Gateways — configuring and testing a gateway
- Company Subscriptions — the subscription being paid for
- Billings — what you are billed