Troubleshoot Moneris (eSelectPLUS Canada) gateway errors
There are several ways to obtain information on gateway errors:
- Refer to the Moneris eSelectPLUS Merchant Integration Guide - Java API (downloadable on Moneris' website) for information on the payment gateway response codes (search for "Response Codes document").
- Look up the transaction by the transaction ID number (in the Zuora payment detail page, this is the Reference ID and Secondary Reference ID numbers) in virtual terminal to see if more information is provided; often you will see more than just the response (reasons) code and response message in Zuora.
- For further assistance, contact the Moneris eSelectPLUS support team at 1-866-319-7450 or firstname.lastname@example.org.
Make sure you are not retrying an invalid card too many times
We recommend that you check the payment in Zuora to see how many times the same payment method has been retried for payment and failed. If there have been several retries, check the error messages from the beginning with the first failure and the more recent failures to determine if the error message is the same. If a merchant tries to process a payment against the same credit card too many times despite receiving errors, this could trigger warnings to the card issuing bank. The card issuing bank may place an alert on the account and not allow any further transactions from the merchant using that payment method. When a mechant has been flagged, the error received on the payment may be not state the reason why, instead it might be a generic error decline error. In this case, the merchant (Zuora customer) should work with Moneris to see if they can identify the problem with the payment method. If the processor does not know, then the merchant and/or the card holder can try calling their card issuing bank to look into the issue.
Moneris response code whitelist for Payment Declined Notification
The following Moneris response codes will be included in an email notification to your end customer if the payment creation failed and you have enabled the Payment Declined Notification feature. These codes apply to customer issues, such as insufficient amount and incorrect credit card number errors.
|Zuora CCTransactionResultCode||Moneris Response Code|
|Declined||050, 052, 053, 054
076, 077, 079, 080, 081, 082, 083, 089
416, 421, 422, 423, 437, 438, 476, 477, 478, 479, 480, 481, 483, 485
|CardSecurityCodeCheckingFailed||096, 122, 201
486, 487, 489, 490
|FraudProtectionDeclined||057, 058, 059, 072|
|InvalidCreditCardNumber||064, 066, 070, 071, 073, 075, 097|
|InvalidCreditExpirationDate||051, 208, 430, 475, 482, 484, 901|
Codes for merchant errors (invalid gateway credentials) or system errors (server timeout) are not included in this list, and will not be sent to your customers.