Summary
When a customer is using SARA/Sage Network to accept payments, TYPICALLY we then push the payments to a webhook, or at the very least will auto-reconcile when the 'real' payment is synced into our system. Below we will cover some of the troubleshooting techniques and what to look for when a customer reports this not working.
Overview
Typically a customer will report an issue when our system doesn't match what's in their ERP, when payments (pending payments more specifically) are open they will show on an account and can cause confusion. While the first step is to get the customer/payment example from the customer, the next steps are as follows:
Check their configuration -
- To accomplish this head to (Admin > Master Files > Company)
- Select "Edit" on the company you want to check
- This will open the company config as well as populate the "Merchant Account Setup" and "Webhooks" sections
- Take note of the "Pending Payment Match Method" set on the company config
- Verify there is a merchant account set-up (If there's not, then they may be having an issue with a different system and this is likely NOT a webhook/pending payment issue)
- Verify if there is a webhook configured
- If there IS a webhook configured, open it up via the "Edit" and take note of the configuration
- If there is NOT a webhook configured, verify if the customer has manually entered the payment into their ERP
- Next navigate to (Inquiries > By User > Pending Payment) and locate the pending payment in question
- IF there was a webhook configured, make sure the "Webhook Status", "Webhook Message", and "Webhook Sent Date" columns are added and check what the data is set to
- IF the webhook has an error, check the common errors below to see if any information can be found (Possibly resending if applicable)
- IF the webhook doesn't have an error, verify that the payment made it into their ERP and see if you can find it in our system
- IF there was no webhook configured, take note of the payment details
- At the end of it all, verify the actual payment properly reflects the pending payment based on the "Pending Payment Match Method" noted earlier
Common Webhook Errors