Payment Processing Issues – Complete Troubleshooting Guide

Overview

Payment processing issues are business-critical and time-sensitive, requiring immediate attention from support teams. Any disruption in payment flow directly impacts:

• Revenue collection
• Order completion
• Customer trust and experience

Unlike general system issues, payment failures can lead to lost sales, duplicate charges, or customer dissatisfaction, making it essential to quickly identify and resolve the root cause.

Why This Matters (Support Context)

Payment issues often create high urgency and frustration for florists because:

• Customers are physically present (POS scenario)
• Transactions involve real money
• Errors may appear unclear or technical

? Key Insight:
Most payment issues are not caused by Hana POS directly, but by:

• Bank/card declines
• Payment gateway issues
• Expired sessions or tokens
• Network instability

Common Symptoms Reported by Florists

Florists may report payment issues in various ways:

• Card declined unexpectedly
• Payment not going through
• Token verification failed
• Duplicate charge on customer card
• Payment processed but order not created
• Payment screen stuck or unresponsive

Root Cause Categories

Understanding the category helps isolate the issue quickly:

1. Bank/Card Issues

• Insufficient funds
• Incorrect card details
• Bank blocking transaction

2. Payment Gateway Configuration Issues

• Incorrect or expired credentials
• Gateway not properly connected

3. Token/Session Issues

• Session timeout during payment
• Token expired before transaction completion

4. Network Issues

• Unstable or slow internet connection
• Interrupted communication with gateway

5. Gateway/API Errors

• Temporary gateway downtime
• API failures or response delays

Step-by-Step Troubleshooting Process

⚠️ Always start by identifying the exact error before taking action.

Step 1: Identify the Exact Error Message (Critical Step)

Ask the florist:

“Could you please tell me the exact error message you’re seeing?”

? Why this matters:
The error message often directly indicates the root cause (e.g., decline vs token failure vs gateway issue).

Step 2: Retry the Transaction

• Retry using the same card
• Try with a different card

? Why this matters:
Helps determine whether the issue is:

• Card-specific (bank issue)
• System-wide (gateway or network issue)

Step 3: Check Payment Gateway Configuration

1. Go to:
   Settings → Payment Gateway
2. Verify:
   • Credentials are correct
   • Gateway is properly connected
3. Click Reconnect (if available)
4. Save settings

? Why this matters:
Misconfigured or disconnected gateways are a common cause of failures.

Step 4: Check Network Stability

• Confirm the internet connection is stable
• Ask florist to:
  • Refresh the page
  • Retry the transaction

? Important:
Payment processing requires real-time communication with the gateway.

Step 5: Validate Payment vs Order Status

Scenario: Payment Processed but Order Not Created

This is a high-priority situation.

Steps:

1. Search for the order using:
   • Customer name
   • Phone number
2. Check:
   • Pending orders
   • Draft orders
3. Refresh the dashboard
4. Ask florist to log out and log back in

? Why this happens:
There may be a sync delay or temporary system issue.

? If order is still not found:
➡️ Proceed to escalation

Critical Scenarios & How to Handle Them

Card Declined Unexpectedly

Possible causes:

• Bank rejection
• Incorrect card details

✅ Action:

• Retry transaction
• Use different card
• Advise florist to ask customer to contact bank (if persistent)

Token Verification Failed

? Indicates session or authentication issue

Possible causes:

• Session timeout
• Gateway not properly connected

✅ Action:

• Refresh page
• Re-login to Hana POS
• Reconnect payment gateway

Duplicate Charge Concern

? High sensitivity issue

Possible causes:

• Multiple clicks during delay
• Network retry causing duplicate request

✅ Action:

• Ask florist to check transaction history
• Verify if both charges are captured or one is pending
• Reassure customer and escalate if needed

Payment Screen Not Responding

Possible causes:

• Browser issue
• Network lag

✅ Action:

• Refresh page
• Use incognito mode
• Restart browser/system

Best Practices for Support Agents

• ✅ Always capture the exact error message first
• ✅ Always verify payment status before checking orders
• ✅ Always test with different card
• ✅ Follow structured troubleshooting sequence
• ❌ Do NOT assume Hana issue without validating gateway
• ❌ Avoid immediate escalation without retry attempts

Escalation Guidelines

Escalate ONLY IF:

• Multiple transactions are failing across cards
• API or gateway errors are clearly visible
• Payment is deducted but not recorded in system
• Gateway connection repeatedly fails despite reconnection
• Payment processed but order not found after all checks

? Include in escalation:

• Florist ID
• Transaction time and amount
• Error message
• Payment method used
• Screenshots (if available)

FAQ Section

Q1: Why is the card getting declined?

Usually due to:

• Bank-side rejection
• Incorrect card details
• Insufficient funds

Q2: What is “token verification failure”?

This occurs when:

• Payment session expires
• Gateway connection is invalid or lost

Q3: Why was payment processed but no order created?

Possible reasons:

• Temporary sync delay
• System processing issue

Q4: Why am I seeing duplicate charges?

This may happen due to:

• Multiple attempts during slow response
• Network retries

Support Agent Script (Standardized)

Opening

“I understand the payment is not going through. Let’s quickly check this together.”

Error Identification

“Could you please share the exact error message you’re seeing?”

Retry Guidance

“Let’s try the transaction once more, or with a different card to confirm.”

Gateway Verification

“I’ll also help you verify your payment gateway settings to ensure everything is connected properly.”

Order Validation (if needed)

“Let’s check if the order was created by searching with the customer details.”

Closure (Resolved)

“Everything looks good now. Please try processing the payment again.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this right away to get it resolved as quickly as possible.”