Transaction did not settle

Overview:

Usually there are numerous possible reasons for a transaction not settling at all, or not settling immediately. While the reasons differ, the way in which we will look for a transaction and the checks we will do, remains the same. 

When would transactions not settle:

1) Delay caused by busy periods

Our KPIS (Kazang Pay Instant Settlement) system can handle around 40 000 instant settlements per hour. On a normal day, this is more than enough to instantly settle all of the transactions being made per hour. The problem would come in when people get paid and start processing more card transactions. It sometimes happen that we receive more than 40 000 instant settlement requests per hour. This means our system is not able to process all of them within that hour, hence causing a delay.

2) Delay caused by bad network 

Because of all the systems involved to process a transaction, when we speak about bad network in this sence, it is not limited to the vendor's location alone. Keep in mind, that bad network could mean that the network at either the vendor, the bank or Kazang can be delaying the settlement.

3) Delay caused by bank/internal servers experiencing downtime 

When our vendors make deposits and we are not receiving those deposits, then we check on Content Ready to see if a bank is possibly down. In this same way, Kazang Pay settlements would be delayed when a banks servers are down. 

4) The Kazang Pay profile on the device does not match the vendors details 

Every time that a Kazang Pay account is registered on the device, it creates a profile on the Kazang Pay application. This profile links the device to our sub systems. When the agent reissues or swaps the device, they need to clear that Kazang Pay profile from the device, to allow for a new vendors account to be linked to the Kazang Pay profile. When the old Kazang Pay profile is not cleared, and the device is placed at a new vendors shop, then the transactions made from that device will settle to the current profile on the Kazang Pay application. Sometimes this profile belongs to the previous owner of the device, and some thorough investigation is needed to rectify this. 

5) Transaction was not successful 

There are a few entities (along with their systems) that make a transaction successful. The Kazang Pay app has been built in such a way that a slip will only print after the transaction is successfully processed. This means that if you have not received a slip, chances are that the transaction cycle did not complete and that your transaction was auto refunded. These refunds can take anything between 24-48 hours to be back in the card holders account. 

First line troubleshooting steps:

1) Delay caused by busy periods

Navigate on CR to the accountig tab. Under the Kazang Pay heading, click on "account settlement history". Should the transaction appear on this page and contain the status "successful" then it means that we have captured the payment on our system and it will settle within the next few hours (Could take up to 24 hours). Should the vendor follow up after 24 hours and the status is still "successful" then please escalate to the Kazang Pay support department for further investigation.

2) Delay caused by bad network 

Navigate on CR to the accountig tab. Under the Kazang Pay heading, click on "account settlement history". Should the transaction appear on this page and contain the status "successful" then it means that we have captured the payment on our system and it will settle within the next few hours (Could take up to 24 hours). Should the vendor follow up after 24 hours and the status is still "successful" then please escalate to the Kazang Pay support department for further investigation.

3) Delay caused by bank/internal servers experiencing downtime

Navigate on CR to the accountig tab. Under the Kazang Pay heading, click on "account settlement history". Should the transaction appear on this page and contain the status "successful" then it means that we have captured the payment on our system and it will settle within the next few hours (Could take up to 24 hours). Should the vendor follow up after 24 hours and the status is still "successful" then please escalate to the Kazang Pay support department for further investigation.

4) The Kazang Pay profile on the device does not match the vendors details 

Ask the vendor/agent for a picture of the Kazang Pay profile (Steps below). 

Should this information match then continue to check under the accounting tab. Click on "account settlement history". Should the transaction appear on this page and contain the status "successful" then it means that we have captured the payment on our system, and it will settle within the next few hours (Could take up to 24 hours). 

Should the information not match then please create a ticket and include the picture of the Kazang Pay profile before escalating the ticket to Kazang Pay Support. This means that the settlements went to the account listed on the Kazang Pay profile and we need to arrange for the funds to be reversed to the correct vendor. 

5) Transaction was not successful 

On CR, navigate to the "Account settlement history tab" to make sure that the transaction has not been captured on CR. If this transaction does not populate on the daily settlements, and no slip has printed for the transaction, then the transaction was unsuccessful. The vendor can be informed that the transaction was not successful, and the card holder can expect to be refunded within the next 24-48 hours. In any case that they have not been auto refunded after 48 hours, please request a copy of the bank statement and escalate to Kazang Pay Support. 

How to navigate to the Kazang Pay profile: 

1) From the Kazang Pay home screen, click on settings in the bottom right corner 

2) On the next page, click on profile

3) Ask the agent to take a picture of that profile so that you can check whether the account number and serial number match that of the vendor.

Settlement statuses: 

- Successful: Means that the transaction has bene captured on our system and will be settled (there may be possible delayes as explained above)

- Settled: Means that the funds have settled to the Kazang account and this can be confirmed on Content Ready. You are able to navigate to the account and check whether the settlement has updated the balance on the "detailed transaction history tab" found on the account level of CR. 

Escalation matrix: 

When escalating to the Kazang Pay Support department, you can log a ticket and assign it to the FreshDesk group called Kazang Pay Support. We have a set SLA of 24 hours (To accommodate offline hours and also extended offline hours on weekends).

*Have we missed anything in this article? 

Email operationssupport@kazang.com should you need any more information to be added onto this article.