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Warning: Settlement Batch Failure notices are sent to the email address listed under the Affiliate Contact/Email Address and to the merchant. An example provided below:
Subject: WARNING: Settlement Batch Failure
WARNING: Settlement Batch Failure Primus Payment Solutions Payment Gateway
Dear Valued Merchant,
Your Payment Gateway account has encountered errors during the transaction settlement process. All failed settlement batches are queued for further research and will be resubmitted when possible. Not all settlement batch issues can be resolved without merchant interaction.
Please contact us immediately to avoid any processing interruptions. You may contact us directly by phone at ***-***-****, or by email at firstname.lastname@example.org.
Payment Gateway Account: NAME
Processor ID: NAME
As always, customer service is our number one priority. If you have any questions or concerns, please let us know.
If an email has been received, typically we will try to resolve the issue on behalf of the merchant, but if not, the processor has to be contacted.
To view any batch errors that the gateway will not get involved in and can be reattempted by you or the merchant simply run a transaction settlement report via the merchant control panel. You can do so by selecting: Report>>Under Transaction Snaphot>>>Settlement Batch>>>Submit (a date range of a few days may need to be selected if a high volume merchant)
A problem batch will display an error in red and have a box to check prior to hitting the Re-Attempt Settlement.
These are some of the common errors that might be encountered:
Duplicate Batch Error - Two merchant accounts or two MIDS are both tied to the same Vnumber/Terminal File. As a result, one gateway’s batches process just fine, and the other gateway’s batches fail to upload due to duplicate batching.
We recommend re-settling the batch by checking off the box and hitting resettle at the bottom. It may take a couple of tries for you to see a successful settlement.
Rejected batch | Error Record E - There are multiple reasons the batch can be rejected for Error Record E. It's hard to troubleshoot without looping in the processor. The most common is with TSYS. Typically, the 'Error Record E' response is due to a specific transaction causing that error which can be voided out from the batch. Once the transactions in question are removed, the batch can be reattempted and should settle.
Card Type Error - Reach out to the processor and see which transaction or transactions are causing the error and void them prior to reattempting settlement.
"We received a settlement batch failure email notification for our client xxxxxxx (processor i.d. xxxxxxx), however, I'm not seeing any indication the settlement failed in the transaction snapshot."
This is when the gateway gets involved. We reach out to settle with the processor and they did not come back in the normal time frame or an unusual error was received.
After we reach out to the processor to confirm how the batch if received was handled, the batch can be marked as settled. In cases where there is a batch failure, we can also mark the batch to reattempt settlement or we can mark it as failed when confirmed the batch failed. If you or your merchant run a report under 'Search Transactions' with a date range of the last couple of days and use the Status 'Unknown' you will see the batch of transactions that the gateway will address.