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How Do I . . . ?
- How do I add custom fields to my WSDL?
- How do I allow customers to modify their stored payment methods?
- How do I allow my customers to increase or decrease the units associated with a subscription?
- How do I amend subscriptions? (Upgrades, downgrades, add-ons)
- How do I apply a credit balance if I don't use Zuora's Payment Runs?
- How do I apply a credit balance to a future invoice?
- How do I automatically notify my customers of subscriptions coming up for renewal?
- How do I avoid product proliferation when building out my product catalog?
- How do I bill a customer for a new purchase without using the default payment method in the API?
- How do I bill for recurring charges now and bill for usage later?
- How do I bill in advance?
- How do I build dashboards with Z-Force?
- How do I capture the SOAP API Request and Response?
- How do I change the currency in a customer account?
- How do I choose a payment gateway?
- How do I close my accounting period in Zuora?
- How do I communicate with customers using Zuora?
- How do I configure the frequency of the payment method updater?
- How do I configure Zuora accounting codes to classify and group transactions into a GL account in my accounting system?
- How do I control what information Zuora sends over to the payment gateway when verifying payment methods?
- How do I control when Zuora will authorize the Payment Method?
- How do I create a refund in UI and API (including shutting off a subscription)?
- How do I create an ad hoc charge or credit in Zuora?
- How do I create Journal Entries using Zuora data?
- How do I create summarized GL entries in my accounting system for Zuora transactions?
- How do I customize the invoice template to show transactions, show payments, and create a statement?
- How do I decide what authorization amount to use when configuring my payment gateway?
- How do I determine current RatePlanCharges and map back to active subscriptions?
- How do I determine if it's better to bring over summary level data or line item accounting data?
- How do I edit a merge field on the invoice template?
- How do I edit the CRM account ID for Z-Force?
- How do I expire a product so that it is no longer sold?
- How do I find out which versions of Z-Force I have installed?
- How do I find out why a payment or refund transaction failed?
- How do I fix a payment stuck in Processing status?
- How do I get self-service orders to sync to Salesforce?
- How do I give users a choice between monthly, quarterly, and annual plans?
- How do I handle a negative invoice?
- How do I handle ACH or Direct Debit payments that are reversed?
- How do I handle credit cards that have reached the maximum # of retries?
- How do I handle discounts in Zuora?
- How do I handle free trials in Zuora?
- How do I handle multi-currency in Zuora?
- How do I handle overpayments (the customer pays more than they owe)?
- How do I handle Person Accounts using Z-Force?
- How do I handle special subscription term lengths?
- How do I handle subscriptions that do not auto-renew at the end of the subscription term?
- How do I handle write-offs?
- How do I improve cash collections?
- How do I keep my tax rates updated?
- How do I know my invoice was sent to the recipient?
- How do I know what type of adjustment to use (invoice adjustment vs invoice item adjustment)?
- How do I learn about payments?
- How do I load usage information into Zuora on a regular (daily) basis?
- How do I maximize revenue using multiple gateways?
- How do I plan for internationalization in Zuora if my business wants to expand globally?
- How do I prevent customer emails from getting caught in spam/junk filters?
- How do I prevent my API user login from expiring?
- How do I prevent session tokens from expiring in the API?
- How do I prevent/reduce chargebacks?
- How do I properly cancel or downgrade customers to avoid issuing a credit or refund?
- How do I pull the detail reports that correspond to the AR by Accounting Code report?
- How do I recognize revenue with data in Zuora?
- How do I recognize revenue with Z-Suite?
- How do I redirect the email notifications for our scheduled billing and payment runs to a different email address?
- How do I remove the Zuora logo from my invoice template?
- How do I segment customers?
- How do I select from more than 15 products and rate plans when adding them to a new subscription?
- How do I set up a custom user role with permission to issue refunds and assign it to a user?
- How do I set up a monthly fee and a fee for storage?
- How do I set up a PCI compliant page to accept new payment methods?
- How do I set up a per user pricing model?
- How do I set up concurrent annual subscriptions to always bill for the full amount?
- How do I stop billing a customer who discontinued their subscription?
- How do I support compound taxation such as tax on tax in countries like Canada?
- How do I support direct debit (such as ACH) payments?
- How do I support evergreen subscriptions?
- How do I test my gateway?
- How do I troubleshoot connectivity issues?
- How do I turn on invoice editing within a customer account?
- How do I understand the "Invoice to Cash" business processes that Payment Operations supports?
- How do I understand the credit balance adjustment (CBA) data in the UI and export csv file?
- How do I understand the user actions in Payment Operations so I can build a test plan or plan an integration?
- How do I undo a change made to a subscription (delete an amendment)?
- How do I update a Bill To or Sold To address on a posted invoice?
- How do I use accounting codes?
- How do I use an invoice number to find a payment?
- How do I use batches?
- How do I use batches to optimize my billing and payments?
- How do I use custom fields?
- How do I use multiple payment gateways?
- How do I use proration in Zuora?
- How do I use the automatic price increase (uplift) feature?
- How do I use the Salesforce Sync Clean Up for my product catalog?
- How do I use the Transaction Dates from Payment Operations?
- How do I use Zuora with my existing website?
- How do I verify the charges on my invoice are correct?
- How do I view my Zuora product catalog in Salesforce?
- How do the different usage statuses impact my billing?
- How does changing the bill cycle day on a customer account impact billing for that account?
- How long do I have to refund a payment?
- How much time do I have to void a payment?
- How should I manage the credit card payment exception handling process?
- How should I think through a transactional accounting integration?

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How do I fix a payment stuck in Processing status?

Modified 16:31, 9 Nov 2011 by Neal Kaplan | Page History

Table of contents

1. Overview
2. Solution
3. Related

1. Overview
2. Solution
3. Related

Overview

If Z-Payments encounters a problem while processing a payment and is unable to determine the payment status from the gateway, Zuora will keep the payment in Processing status to prevent duplicate payments from being attempted on the same invoice(s). Once the payment status has been determined, the payment status in Zuora will be updated from Processing to either Processed (success) or Error (failed).

Solution

If you have a payment stuck in Processing status, take the following steps below to resolve the issue:

From the Zuora UI, search for the payment in processing status by navigating to Payment Operations > Payments > Search Payments and enter the payment number.
From your search results, click the payment number link to access the payment detail information.
- When a user accesses the payment detail page, Zuora will attempt to retrieve the payment status. If the payment status is available, then the payment status in Zuora will change to either Error or Processed. If the payment status is still indeterminate or unavailable, then the payment will remain in Processing status and user should proceed to step 3.
Within your payment gateway account, search for the payment and provide the following information to Zuora Global Support so that we can update the payment status in Zuora:
- Does the payment exist in your payment gateway account?
  - If not, Zuora will set this payment to Error as the payment request failed to reached the payment gateway.
  - If it does, please provide the additional information below.
- Was the payment processed successfully or did it fail?
- What is the payment transaction reference ID number and transaction result?

Related

Troubleshooting

References

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