Credit Card rejected every few weeks

[djboyd4715]

SAP Hybris Version: 6.4, running on CCV1, paymetric.

We are getting reports from our website users that when they are paying with a credit card they are seeing a message stating their CC can not be processed. The customer was able to place orders in the past with a CC, but this time it fails.

We are not seeing any errors in the log file.

We have had the customer delete the CC from their web account, recreate it, but the same thing occurred.

Our CSR was able to place the order for them in ERP, using the CC on file.

Anyone seen this issue? Is this a case in which a "token/subscription" expires with paymetric over time?

[vladimiralexandrov]

Hi djboyd4715,

It is not quite clear from your description if it is possible to do at least one payment after deleting and adding again the CC or it is rejected all the time.

Due to security reasons payment calls logging might be switched off. Also it might not be an error, just info with the response of the payment service. This could be the reason for the missing logs. However, such logs can be found sometimes at the payment provider side. For example using exact time and amount or something similar. If not sufficient enough CC token can be found in the payment infos attached to that customer or to the order.
As far as I know Paymetric provide some web interface where service call details can be found. Otherwise maybe their customer support can help.

PS: CC token is sensitive information so be careful. Might be better if possible to use only the last four digits of the card. They are usually part of the token.

Hope that this helps!

BR,
Vladimir