Charged says error

Andrea Barrios's Avatar

Andrea Barrios

16 Sep, 2020 03:57 PM

Hello, I want to know what does this means "ERROR - General system error in the upstream payment gateway"

One of our users says she was charged two times. When we see the invoice I can see two attempts, one says "ERROR - General system error in the upstream payment gateway" and the other was approved.

Can you shed some light?

  1. Support Staff 1 Posted by Matthew Novak on 28 Sep, 2020 06:30 PM

    Matthew Novak's Avatar

    Hi Andrea,

    Sorry for not getting back to you in a timely manner. To answer your question, this error is received when Cheddar tries to communicate with your payment gateway and does not receive a response.

    This is a common http networking error and could have happened for any number of reasons.

    This transaction was marked as an error and not a decline. This means this transaction never went into your dunning procedures (which is currently set at 3 days) and means you were not charged for it multiple transactions. It was then processed approximately 14 hours later successfully.

    Again, I am sorry for not getting back to you quickly & it seems like this issue has been resolved. If you have any other questions or comments please dont hesitate to reach out!

    - Matthew

  2. Matthew Novak closed this discussion on 02 Oct, 2020 07:00 PM.

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