Getting Gateway Error Information
There are several ways to obtain information about gateway errors:
- The Vantiv XML Reference Guide contains information on the transaction response codes, response message, response type, and description. This should be your first resource when troubleshooting payment gateway errors for Vantiv. Contact Vantiv Support for the latest version of this 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 your virtual terminal or merchant account to see if more information is provided; often you will see more than just the response (reasons) code and response message in Zuora.
- If you need further assistance with a specific error, contact Vantiv Support by email. When contacting the Vantiv Support, it may be helpful to provide the Payment Transaction ID (in Zuora Payments this is the Reference ID) for the failed payment. This Transaction ID is an alphanumeric number; for example, CLEF4CGE8AB8.
eCheck Verification Issues
For credit card and ACH transactions, Zuora recommends you to configure two separate instances of the Vantiv gateway within Zuora. Use the first configuration (with verification turned on) for processing credit cards. Use the second configuration (with verification turned off) for ACH transactions. This setup avoids issues caused by eCheck verification on ACH transactions
Make Sure You Are Not Re-Trying 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 merchant has been flagged, the error received on the payment may not state the reason why, instead, it might be a generic error decline error. In this case, the merchant (Zuora customer) should work with Vantiv (Now Worldpay) Support 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.