Troubleshoot: Payment Rules
When troubleshooting problems associated with Payment Rules, consider the following sources of information about the payment or refund.
Payment activity history
CSRs can obtain information about the overall payment status of an order, payment instruction status, and payment history by viewing an order and displaying its details through the WebSphere Commerce Accelerator or the IBM Sales Center application.
The information about the activity includes the store ID and order ID, the timestamp of the operation and result, and the amount and type of the operation.
Payment Rules transaction is committed at the end of the order command execution, depends on the order command execution result, no matter what the financial result of the payment action is. Every payment action is recorded in an internal payment activity history table. If a payment action has been attempted, the Payment Rules service keeps a record of what has been executed for the order. If a payment action fails for some reason, a record is kept of it in the database. Although records are written to this activity history table, you are not expected to query the database table directly to obtain information about the status of a payment operation. But if there is some exceptions occurs other than financial failure, the transaction will rollback and there is not record in the Payment Rules database.
Ticklers
Tickler messages can also be generated if failures occur with a payment back-end system or under other circumstances. When investigating problems, CSRs should pay particular attention to any tickler messages that show up in the tickler queue for ORDER or RMA and take the appropriate action.
Tracing
You can use the WebSphere Commerce tracing component for Payment Rules to perform tracing of the Payment Rules subcomponent. IBM recommends that you use the Websphere Application Server recommended tracing. See the Work with trace topic in the Websphere Application Server Information Center for more information.
Trace components are also provided to trace the WebSphere Commerce Payments and each of the payment plug-ins provided with WebSphere Commerce Payments. Developers can also create their own tracing component for a payment plug-in. The trace component for the WebSphere Commerce Payments does not trace the individual payment plug-ins.
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