Introduction

The Enterprise Business Center (EBC) is designed to provide a fast, reliable, and seamless experience for our clients. It is a secure, web-based interface for managing and configuring payment processing services. From the Business Center, users can submit payment transactions via a Virtual Terminal, search and generate reports of their transactions and payment activity, and administer/configure many aspects of their accounts. However, there may be occasions when the system responds more slowly than expected. This condition is known as latency. This article explains what latency is, common reasons why it occurs, typical duration, and the actions clients should take if latency extends beyond normal timeframes.

One message you may encounter is, "Unable to Load Transaction Data" when attempting to open a transaction detail page. This message is commonly associated with temporary latency within EBC or issues with the web browser environment. Additional guidance for this condition is included below.

Overview

Causes of Latency

• High System Demand – Large or complex actions by multiple users at the same time.
• Complex Data Retrieval – Pulling information from multiple databases or external systems.
• Network Conditions – Internet speed, local connectivity issues, or regional network congestion.
• Scheduled Maintenance or Updates – Temporary performance impacts during enhancements.

Additional Condition: "Unable to Load Transaction Data"

When opening a transaction detail page, some users may see the following message:

Unable to load transaction data

This message typically indicates one of the following:

• Temporary latency within EBC preventing the transaction details from loading.
• Browser-related issues such as caching, outdated browser versions, or blocked scripts.

In most cases, the condition resolves on its own once latency clears or after refreshing or adjusting the browser environment.

Recommended Actions for "Unable to Load Transaction Data"

1. Refresh the transaction detail page.
2. Clear browser cache and cookies and retry.
3. Try accessing EBC using a different supported browser.
4. Disable browser extensions, pop-up blockers, or script blockers that may interfere with loading.
5. Log out of EBC and log back in.
6. Retry after a few minutes if EBC latency is suspected.

Procedure: What to Do if You Experience Latency

1. Observe the Duration
   • If latency is less than 2 hours, it is likely temporary and should resolve without action.
   • If latency persists beyond 2 hours, proceed to Step 2.
2. Contact Client Services Support
   • Access instructions here: How to Contact Client Services
   • Provide relevant details such as the time latency began, the functions impacted, and any error messages, including the “Unable to Load Transaction Data” message if applicable.
3. Check the System Status Page
   • Visit: EBC & Cybersource Status Page
   • Review any current incidents or outages that may explain the latency.
4. Apply Best Practices to Reduce Latency (Optional)
   • Ensure a stable internet connection.
   • Close unused browser tabs or applications.
   • Clear cache and cookies.