Advanced orders Information to help troubleshoot event-driven payments

When troubleshooting problems associated with event-driven payments, consider the following sources of information about the payment or refund.

Payment activity history

CSRs can obtain information about the overall payment status of an order, payment instruction status, and payment history by viewing an order and displaying its details through the WebSphere Commerce Accelerator or the Multichannel Sales Center application.

The information about the activity includes the store ID and order ID, the timestamp of the operation and result, and the amount and type of the operation.

Every event-driven payments transaction is committed at the end of the business event method execution, no matter what the result of the payment action is. Every payment action is recorded in an internal payment activity history table. If a payment action has been attempted, the event-driven payments service keeps a record of what has been executed for the order. If a payment action fails for some reason, a record is kept of it in the database. Although records are written to this activity history table, you are not expected to query the database table directly to obtain information about the status of a payment operation.

Ticklers

Multichannel Sales Center Tickler messages can also be generated if failures occur with a payment back-end system or under other circumstances. When investigating problems, CSRs should pay particular attention to any tickler messsages that show up in the tickler queue for ORDER or RMA and take the appropriate action.

Tracing

You can use the WebSphere Commerce tracing component for event-driven payments to perform tracing of the event-driven payments subcomponent. Refer to Trace components for the names of the event-driven payments trace component and the WebSphere JRas Extensions Trace logger.

Trace components are also provided to trace the Payment Plug-in Controller and each of the payment plug-ins provided with WebSphere Commerce Payments. Developers can also create their own tracing component for a payment plug-in. The trace component for the Payment Plug-in Controller does not trace the individual payment plug-ins.

Feedback