Credit Card Transaction Time Out
Q - When I process a credit card transaction in Elliott, I receive a message window with the title "Finished Transaction Status" and the detail message like followings:
E:System.Net.WebException: The underlying connection was closed: A connection that was expected to be kept alive was closed by the server....
See the example below. What causes this to happen and what should I do?
A - This is a typical time out error. Time outs can happen for various reasons. It could be an Internet traffic issue, or the payment gateway server/credit card processor is temporarily busy. When Elliott sends a credit card transaction to the payment gateway server, it can't wait forever for the result to return. So at some point, Elliott will time out if it does not receive the result back. As far as Elliott goes, it considers the time out transaction as no good. But it is possible that the transaction eventually gets processed on the payment gateway server side while Elliott declared time out. Even though this condition rarely happens, it is a possibility.
So you should check the payment gateway server to see if the transaction got through at all. For Payware Connect, you need to login to https://ipcharge.com/mc Web portal to check. For Payware PC, you need to use the Payment Center to check. Based on the result, this is what you should do:
(1) Credit Card Transaction Did Not Go Through
If the credit card transaction did not go through, you can simply try to process the credit card a second time. If retry does not work, then you may want to check the underlying reasons on why the time out take place. For example, does your user or server has Internet access ...etc.
(2) Credit Card Transaction Did Go Through
If it did go through, then you should not charge it a second time since that would result in duplicate charges. In this scenario, you will use the AR -> Processing -> Credit Card Transaction Handle, enter the credit card transaction, and at "21. Approval No" field, leave the field blank and do not press F4 as you normally do. This will make sure we don't interface with the Payment Gateway server again. See example below:
You will see a message "You failed to press F4 to interface with PAYware........ Are you sure?" The default is "No." You want to choose "Yes" so this transaction will only impact the Elliott side without interfacing with the Payware Gateway server. See example below.
You can now complete this transaction and post it. Then you are all set.
Related Articles
Elliott Credit Card Processing Summary
Release Date: 6/10/2024 Version: 8.5 & Up Summary Elliott Credit Card Processing is a real time solution that works with payment gateways that support all levels of processing (Levels 1, 2, and 3 depending on the payment gateway.) Currently, there ...How to Reverse Credit Card Sales
Q - What is the process to reverse out a credit card sale that hasn't been picked, invoiced, etc.? A - The following outlines the procedure depending on whether you had to delete the original order or keep the original order: If you deleted the ...Credit Card Processing Frequently Asked Questions
Q - If a customer wants to give us new CC information for their next order or a new Expiration date and Sec # for a CC that has been used recently, is there a way to enter that information at that time if we do not have an order to process? A - You ...How to Process a Force Credit Card Transaction
In Elliott, we support the following types of credit card transactions: Sales Refund Void PreAuth Complete Force Force is a special transaction in credit card processing. You will use the force credit card transaction when you can't get authorization ...Payware PC Server Actively Refuses Credit Card Transaction
Q: When I process a credit card transaction in Elliott, I receive a message indicating the server is actively refusing the network traffic connection. As a result, the credit card processing fails. But if I go to the Payware PC credit card server, I ...