We try to capture as many errors as possible, which is why Payments2Us logs a wide range of errors, including some that may not be related to Payments2Us. However, there may still be scenarios where error logs are not generated
The reasons for these scenarios include:
1. Complexity of tying error back to the Payment txn:
The payment txns are processed in batches, each batch has numerous payment txns, and goes through the process. This can include numerous contacts, opportunities, accounts and other related objects like recurring payment and payment items. This creates a matric like spread sheet of the combinations of the processing. If there is an error/exception in any one part of the process. It is very difficult to tie the error back to the payment txn.
Where we can and it is feasible to do so without creating and overhead of processing, we do link the error log. However where the process can cause bloated processing and slowing down the process and transaction speed, there we do not link back the error log to the payment txn. Therefore the relevance of the error in contrast to the processing is the trade-off that has to be dealt with in this scenario.
2. The error is not standard Payments2us
As we catch many errors even those not relevant to payments2us therefore they are not linked to the payment txn. However, when payments2us does capture an error it creates error logs. Examples of such errors include:
- unable to obtain exclusive access to this record
- insufficient access rights on cross-reference id
- bad value for restricted picklist
3. Error is from the payment gateway not Payments2us/salesforce
In this case the error is outside the scope of payments2us error log is not created. This can be resolved using the details under section “Credit card and Payment gateway information". In addition, there are help guides for these issues:
Conclusion
In either scenario we try our best to provide help to trouble shooting the error faced.
Please note that guidance on non-standard errors or errors where error logs are not created fall outside the scope of basic support as this requires us to login to the org and check the issue.
For such cases we request for error screenshot and reproduction steps so we can can test and figure out the error and add the scenario for future, if possible. Also we are constantly in the process of updating our Knowledge base with help guides to help our customers with any and every issue they may face.