Reports - Failed Transactions
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Spark Location: Commerce > Reports > Failed Transactions
This will be your go-to report when you have a customer reach out for help because they're struggling to complete a sale on your website. This report will capture the Date/Time and Customer information when they are attempting to complete the transaction online. In addition to the customer data, we will also be displaying the Source and the Failure Reason for the transaction.
The sources listed will include:
- Saffire
- Payment Gateway - depending on which Gateway you utilize, the Gateway's name will be displayed
- Accertify - add-on Fraud Protection service. For more information about the Accertify add-on, please reach out to us via support@saffire.com and we will happily explain how this service works and discuss pricing.
In addition to informing you where the source of the failure is occurring, we are passing along the reason for the denial. In the case of source=Saffire, we will explain if these are due to any Blacklist Rule or Velocity Sales or Transaction Limits that have been set.
If the source of the transaction failure is coming from the Payment Gateway, we will pass along the messaging provided by that Gateway. Sometimes these aren't always clear as to what the resolution is, but we have provided a separate article with many of these failure codes and how they can be fixed here: Online payment processing errors
If the source is coming from Accertify, we will give you a table explaining all of the 'points' that have been issued for the transaction, resulting in it's exceeding the threshold limit for your protection.
Troubleshooting Tips
When a customer receives an error message at checkout, there will be an indicator at the botton of the error message for "Type."
- Type F - Type F errors indicate the transaction was stopped because the system has detected patterns that look like fraud, so the fraud protection tools have been deployed. This either means the Saffire Fraud Protection tools, 3DS tool or Accertify rules have stopped the transaction. You can check the Failed Transaction Report to see which fraud protection tool blocked the transaction.
- Type G - Type G errors indicate the transaction was stopped at the Payment Gateway. This is often due to insufficient funds, CVV mismatch or address mismatch. It often relates to errors the user made typing in their payment details.
- Type S - Type S errors indicate server level issues. Saffire should be contacted immediately at support@saffire.com for Type S errors.
For ALL error types, we provide as much information as we can for why the transaction was blocked, in the Failed Transaction Report to help you support customers experiencing issues at checkout. You can typically get more information about Type G - Gateway errors by logging into your gateway account's online admin tools, or by contacting your gateway representative.