Interrupted payments and the Check with PowerTranz button

A payment can be interrupted when the customer closes the tab, their connection drops or PowerTranz takes too long to answer. The order is left waiting and it is not clear whether the card was charged.

The plugin checks these orders in two ways.

The automatic check

Every 15 minutes the plugin looks for orders that are still waiting on a payment result. For each one it checks with PowerTranz whether the payment was successful and updates the order.

An order is only checked once it has been waiting for 20 minutes, which gives a customer time to finish the bank’s verification step.

The setting is Automatic reconciliation under Advanced in the gateway settings. It is on by default and should stay on.

The manual check

You can ask at any time:

1. Open the order.
2. In the PowerTranz panel, click Check with PowerTranz.

The answer is added to the order notes.

What the check can find

ACTION REQUIRED notes

If the final payment request times out, the order is put on hold with a note that starts with ACTION REQUIRED. The customer is told not to try again. The automatic check normally resolves this within 15 minutes, or you can use the button to check sooner.

Do not ship an order with an unresolved ACTION REQUIRED note.