All transactions are managed through your selected Payment Provider. The standard lifecycle of a payment consists of five stages:
- Creation: A "Pending Payment" is generated within SMX.
- Redirection: The user is securely transferred to the Payment Provider’s hosted site.
- Transaction: The Payment Provider takes the money from the users card.
- Redirection: The user is redirected back to SMX to finalise the order.
- Completion: The basket is converted into an order, and the "Pending Payment" is cleared.
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Pending payments should only be cleared once your accounts team has confirmed no payment has been taken by your payment provider.
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Troubleshooting Discrepancies
In rare instances, a payment may be successfully processed by the provider without a corresponding order appearing in SMX. This typically occurs for one of two reasons:
1. Communication Timeout
The connection was lost or the browser / app was closed straight after the payment was processed, preventing the provider from sending a confirmation message back to SMX.
- User Experience: The user receives a receipt from the Payment Provider, but no SMX order confirmation.
- System Status: The order is not created, and the "Pending Payment" flag remains active in SMX.
- Action Required: Before manually clearing any pending payments, your office should verify the transaction status on your Payment Provider’s dashboard.
- Payment Exists: If a payment exists in your provider dashboard you can convert the users basket to an order to complete the process.
2. Processing Error
SMX received the confirmation message from the provider, but encountered a technical error while attempting to convert the basket into an order.
- User Experience: The user receives a receipt from the provider, but no SMX order confirmation.
- System Status: The basket is flagged with a Basket Error. The user will be blocked from placing further orders until this is resolved.