Introduction

A TRXN_ERROR message in the Action field of the Transaction Search Details page signifies that your settlement or credit request(s) could not be processed by your payment processor. This article explains the implications of this error message and the steps to address it.

Details

When a TRXN_ERROR message appears, it indicates that there was an issue with batching out your settlement or credit request(s) to your payment processor. This can impact your ability to complete transactions as expected.

Steps to Resolve TRXN_ERROR

• Check the Transaction Reference Number:

  Use the Transaction Reference Number provided in the email or found in the Transaction Search Details page to identify the specific transaction(s) affected by the error.

• Contact your Merchant Acquirer:

  Reach out to your Merchant Acquirer for further investigation and resolution of the batching issue. Provide them with the Transaction Reference Number for a more efficient process.

• Create an Exception Report:

  Consider generating an exception report to track and manage TRXN_ERROR occurrences. This report can help in identifying patterns or recurring issues, allowing for proactive measures.

• Contact Client Services:

  If you have further questions or need assistance beyond the above steps, please contact Client Services.