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Orders
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| title | Q: A customer tells us they tried to place an order and the website said the order failed. But their credit card has been charged. We can see |
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| that | the settled payment in Braintree but we have not received |
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| ayment has settled in Braintree but and their card was charged. But the order has not gone through?| Expand |
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| title | Q: On my customer's Order History screen, I see orders that already have the status: Completed Orders. Will such orders disappear from this screen and move to Account Enquiry or Pay Accounts? If so, how long after an order is completed is it moved? |
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| A: The Order History is a record of ALL orders and will always include completed orders. Pay Accounts is only for outstanding invoices.| an order online or in the ERP. What do we do? |
| A: Check if the payment has been flagged for security reasons. You may be able to manually release it if you are sure the order is not fraudulent.
This can happen if the Fraud Protection Engine (Kount) used by Braintree has returned "Not Evaluated" because the process timed out.
A transaction will receive a Not Evaluated risk decision when:
- Kount takes too long to deliver a risk decision and the transaction times out
- An error occurs during the evaluation process
See https://developer.paypal.com/braintree/articles/guides/fraud-tools/premium/kount-custom
The gateway has been set to reject all transactions that are Not Evaluated due to a timeout. Contact Braintree to configure this setting.
As a result, we suspended the transaction. As part of your reconcilation process, you will be able to see that transaction in Braintree and not have a match in your ERP/PRONTO. You can evaluate the transaction on Braintree by drilling into the details. If you are satisfied that the fraud protection is a false positive / or not applicable, you can then release the payment in the Release Payment screen on your website. See: Release Payments.
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