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Introduction
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Frequently Asked Questions
Q: We presently have the checkout setting to capture the order after 3 failed attempts, however we just had an order go into A/R that ended up with 6 transaction, why did it contain 3 extra declines?
A: The three overall attempts going into the "rotating gateway" are what will appear in the orders transaction history, when reviewing the order. If you have cascade on decline configured, you can end up with six actual attempts. The higher level code that manages the three attempt counter before capture of order to A/R, does not include the subsequent cascade attempts. However, the cascaded transaction attempt does get stored in the order transaction history. The secondary attempt happens inside of the rotating gateway itself.
Which transactions get recorded into the review order transaction history:
- It returns the original failure if the secondary attempt fails.
- It returns the original attempt if the first one succeeds.
- It returns the secondary attempt if the secondary succeeds.
So in the case of this order they had three failed attempts on the first and three failed attempts on the second. So the order history would have the three failed attempts to the first RTG recorded.
Please note that all the transaction attempts, both initial attempts and subsequent cascade attempts are recorded and can be reviewed in either:
- Operations -> Reporting -> Rotating Transaction Gateway History (please contact UltraCart if you do not see this report in your reporting area.)
- BigQuery: uc_rotating_transaction_gateway_history (see BigQuery documentation for details.)
Q: One of our gateways charges less to process AMEX transactions than the other. If I turn off AMEX under the one that charges more, will UltraCart route the transactions to the one that charges less?
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