Failed Payment Transactions: More Information

On September 29th, beginning at approximately 1pm, users reported transactions declining intermittently with associated payment decline messages of "Connection Error" and "Server Temporarily unavailable."  Our engineers identified the issue as a brief outage by USAePay, followed by periods of intermittent unavailability. If your winery was impacted by this, we hope that the information below will help with reconciliation by identifying failed orders.

To quickly identify any orders that may have been affected by the "Connection Error" decline, navigate to the Reports section. Under the Financial tab, select the Payment Gateway report. Upon reaching the report builder page, assign the date range 9/28 - today's date, 2021. Manage filters to ensure all Order Statuses are selected, and Manage Report Columns to ensure the Order Number, Payment Date and Payment Gateway Transaction ID columns are included. The Payment Gateway Transaction ID column will indicate any orders that had the "Connection Error" decline, making these easy to identify.

For any orders that a) were not successful in a secondary attempt, or b) had a refund that declined or c) that you wish to capture payment now, we strongly encourage you to compare against your iAccess portal to confirm a first attempt was not successful. If you have any point of sale orders that include a tip and were only authorized but not captured due to this error, please reach out to our payments team to assist you by capturing these amounts through the payments portal directly. If no tips were included, you may attempt to capture the payment through the payment tab on the order directly, after you've confirmed the payment has not already been captured (via iAccess).