For every payment transaction (this includes payment method authorizations, payments, void payments, and refunds), Zuora sends the transaction request to the payment gateway and the gateway replies back with a response code (for example, 110) and response message (For example, Insufficient Funds) indicating if the transaction was approved or declined. Zuora will map the approval to a payment status of "Processed" and a decline to a payment status of "Error" in Z-Payments. The response code and response message, Transaction ID number (a unique transaction identifier issued by the gateway), and often a Bank Identification Number will be displayed in Zuora on the payment detail page; this information is important to have handy troubleshooting gateway issues.
You must review your payment transactions on a regular basis for any errors that occur and follow up with either the customer, payment gateway, processor, or even card issuing bank (depending on the type of error) to address the issue. Most errors are the result of invalid payment methods, such as credit cards with insufficient funds or are expired. For invalid credit cards, we recommend following up with the customer immediately to request an alternative or updated payment method (you can automate this process using customer notifications).
On rare occasions, there may be errors with the gateway connection itself. In this case, contact the payment gateway.
See also The Payments Value Chain to understand all the parties involved in payment processing and their roles.
For failed transactions passed through your gateway, Z-Payments will provide some important information on the payment detail page such as the gateway Response Code, Response Message, Bank Identification Number, as well as a Reference ID. These errors can be translated based on each gateway's response code definition.
See Setting Up Payment Gateways for more information on how to troubleshoot gateway errors.
For example, our PayPal gateway documentation states:
There are several ways to obtain information on gateway errors:
For help with troubleshooting gateway errors, view our payment gateway documentation here: