Background

When the CivicPay Online sends a completed and approved payment to be recorded as a cash receipt in your Springbrook database, it waits for a response from the database indicating that the payment was received and recorded. If it does not receive this response, CivicPay Online tries again several times to send the payment. If no response is received after several attempts, the system stops trying to send the payment and generates a message indicating that the user should check to see that the payment is recorded correctly in Springbrook. This message, referred to as a Payment Verification Notice, contains the batch date, transaction date and time, UB account number, payment amount, payment type (Visa, MasterCard, etc.) and Order ID.

Objective

To verify that the referenced payment is recorded correctly in the Springbrook database, and if it is not, to manually enter a cash receipt to record the payment.

Action required

• Check whether the payment is recorded in Springbrook.
  • Go to UB > Maintenance > Account and pull up the UB account referenced in the Notice.
  • Go to the History tab and look for the referenced payment.
  • If you see a payment matching the Notice, scroll to the Description field and verify that the Order ID in the Description matches the Order ID in the Notice.
• If the payment is not recorded in Springbrook, manually enter a cash receipt for the payment.

Additional information

Momentary or intermittent breaks in connectivity can cause problems both with recording the receipt in Springbrook and with displaying a normal payment confirmation message on the website. In this case, the customer may believe the payment failed and submit an additional payment. Therefore, you may also want to verify whether the customer made any additional payments. In nearly all cases, any additional payments will be reflected on the customer’s UB account, but with a different, unique Order ID. If you would like further verification of whether the customer made an additional payment, you can use the Transaction Report to check for additional payments to the UB account.