Q: I'm getting Authentication errors when testing a live card on my MID.
A: Check to make sure your credentials are correct
Q: I'm seeing “Could not authenticate credentials” when using my konnektive form code landing page
A: Set the apiLoginId and apiPassword in the config.php file
Q: How do I rerun declined rebillings?
A: Use the batch update feature on the continuity report
Q: How do I batch update next billing dates on continuity orders?
A: Dashboard/Sales/Continuity/ Change Date Range to NEXT BILL DATE. Then use show/Hide to refine any filters. IN the bottom box Set your Results Per Page to include all the purchases.... then Select all or select which ones you want to pick.... then click on Show/hide batch updates: In the Next Bill Date field - Type in the new date mm/dd/yy and then click on the UPDATE BATCH button
Q: Will the rebills I batch updated go through immediately?
A: No, it will go through during the next daily billing process.
Q: What is the minimum amount of required information to create a partial record?
A: First and Last Name and either Phone Number or Email Address
Q: My autoresponders aren't firing right away, but rather 30 minutes or so later.
A: Have your dev team implement the Confirm Order API
Q: Why doesn’t a recurring order have a new orderId like I have seen with other orders?
A: The CRM will only generate orderIds if the billing cycle is shippable, and after the last configured cycle within the billing schedule configuration.
Q: Will Deleting a customer cancel their subscriptions?
A: Yes, deleting the customer will automatically cancel all of their subscriptions
Q: Is there way to mass refund orders / customers?
No, there is no way to refund in mass or in batches.
Q: Why don’t the variants show when I’m trying to manually rerun a decline?
A: The product variants don’t have a sku assigned to them. Update the variant sku’s.
Q: Why does my checkout error with “Cannot user test card with live customer.”?
If you try to place a test card order against a customer who already has a live card stored as a payment method, then the test card order will be rejected with this error message.
If you want to use the same customer info to test then you should be able to go into the customer profile and remove the live card payment method. You also have the option to either delete your customer to remove everything attached, or just use the info of a different test customer moving forward.
Q: Error: Upsale item expects offer with valid Gateway or Gateway Profile.
Trying to process an upsell without a main offer and the upsell product is set to 'Use Offer Gateway' in the campaign.
Q: Error: Biller has been disabled
This means the gateway is either disabled or it was deleted. Verify the gateway list in the CRM.
Q: Error: "Card already declined"
Q: How do I ensure that my products are processed on the same transaction?
Besides the Single Transaction setting, below are the rules for items from the same Import Order / Order Entry being combined onto same transaction:
Both items are set to the same gateway profile or gateway
Neither item requires a special trial auth transaction
Neither item is an accelerated trial
If billing 'capture on shipment' products, both products must go to the same fulfillment house and both be shippable
The product is not specifically set to always use a "standalone" transaction
Q: What is the difference between a Soft Delcine and a Hard Decline?
A hard decline is when the issuing bank does not approve the payment. In other words, hard declines are permanent authorization failures and should not be retried. These failures may be caused by:
Stolen Card Invalid Card Closed Account When a hard decline occurs, the problem originates with the issuing bank or the processor.
The problem with hard declines is that retrying the card number doesn’t work, even if the decline happens on a renewal. With hard declines, the only guaranteed way to prevent losing the payment is to have the customer fix the problem. Which most likely means they’ll have to give you a new credit card.
A soft decline occurs when the issuing bank approves the payment, but the transaction fails at some other point in the process. Some typical reasons for a soft decline are:
Insufficient Funds Processor Declined Card Activity Limit Exceeded Expired Card The Purchase is Unusual The Billing Address and the IP Address Do Not Match The Card is Being Used Abroad The good news about soft declines is that the transaction failure is temporary. So, you can retry the card in one or two days after the decline occurs and hope for valid authorization.
Notes:
When using Order Entry any new attempted card becomes the new default.
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