Reports - Failed Transactions

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.