The escalation process for pending/failed|charged transactions

When reporting a pending/failed transaction that the customer claims was charged, always include the UUID and proof of charge from the customer end for two reasons:

  • The UUID allows us to locate the transaction which may have to be manually updated on our end. If after a manual update, the payment is complete - this will reflect on your back end system as well. 
  • If the transaction remains in a pending/failed state after the manual update, the transaction will have to be escalated to our acquiring solution which requires proof of charge.