Charged says error
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?
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Support Staff 1 Posted by Matthew on 28 Sep, 2020 06:30 PM
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
Matthew closed this discussion on 02 Oct, 2020 07:00 PM.