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This document focuses on the identification and management of Needs Attention transactions within Chargebee. These transactions occur when there is a discrepancy between the status recorded in Chargebee and that reported by the payment gateway. Though uncommon, such inconsistencies can arise due to temporary connection issues, processing errors, or other system glitches. In this document, we will explore the causes of these discrepancies and provide detailed steps for resolving and reconciling Needs Attention transactions to ensure the accuracy and integrity of your payment records.
In Chargebee, transactions labelled with the Needs Attention status indicate a discrepancy between Chargebee's records and the payment gateway's records for that transaction. Chargebee will attempt to automatically reconcile these discrepancies to maintain accurate and consistent transaction records.
Chargebee can automatically reconcile transactions marked as Needs Attention if either the Gateway Transaction ID (id_at_gateway) or Gateway Transaction Reference is available. It does this by retrieving the transaction details directly from the payment gateway. This process depends on the gateway's ability to provide transaction information based on these identifiers. The complete reconciliation workflow is outlined below:
Chargebee tries to automatically reconcile the Needs Attention transactions using a daily reconciler process. Let us understand the workflows behind the automated reconciliation process for these transactions:
In certain instances, Chargebee may lack the Gateway Transaction ID (id_at_gateway) needed to retrieve and reconcile transaction details from the payment gateway. Without this identifier, automatic reconciliation cannot proceed, making manual intervention necessary to ensure Chargebee's records are aligned with those of the gateway.
When the Needs Attention reconciler process generates an email with a list of transactions requiring attention, we will need your assistance to manually reconcile those transactions as detailed in the following section.
You can reconcile the Needs Attention transactions manually using either of the following methods:
You can use the Reconcile transaction API to update the id_at_gateway (Gateway Transaction ID) and Status for a Needs Attention transaction to be reconciled on par with the gateway.
This section involves two sets of steps:
Using the NeedsAttentionDangling filter. Simply, go to the Transactions page and select the NeedsAttentionDangling filters from the All Transactions drop-down menu on top.
From the banner on top of the Transactions page. Follow the steps below:
a. Login to the Chargebee app and go to Logs > Transactions .
b. When any Needs Attention transactions are created in the Last 30 days, a banner appears, indicating that your attention is required.
c. Click See Transaction to view the list of all Needs Attention transactions.
Follow the steps mentioned below:
On the Transactions page, click on the relevant transaction to open the details page.
In the right pane, click Update Status.
On clicking Update Status, the Update Transaction Status popup appears.
4.Enter the Gateway Transaction ID (auto-populated if available) and select the relevant Transaction Status after checking the same in their gateway dashboard.
Click Update. The Needs Attention transaction is reconciled now.
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