1. Scenario Definition

This procedure applies ONLY under the following specific circumstances:

  • A transaction's final status is "REJECTED".
  • The rejection reason is "no response from connector/acquirer [uncertain result]" (Code: 900.100.300).
  • Despite the rejection, the merchant confirms that the customer's bank account was successfully debited.

2. Objective

To resolve the discrepancy between the transaction status in our system and the actual movement of funds, ensuring the merchant's records are accurate and the customer is handled correctly.

3. Required Procedure

Follow these steps in sequence to resolve the issue:

Step 1: Verify Fund Settlement

  • Contact the acquiring bank to confirm if the debited amount was successfully settled into the merchant's account. This is the most crucial first step to establish where the funds are.

Step 2: Consult the Merchant for a Decision

  • Once you have confirmation from the acquirer that the funds were settled, contact the merchant.

  • Explain the situation clearly and present them with the following two options:

    • Option A: Keep the Payment. The transaction can be manually updated to "Successful" in the system. The merchant keeps the settled funds and can proceed with shipping the goods or delivering the service.
    • Option B: Refund the Customer. The merchant can choose to return the funds to the customer.

Step 3: Execute the Merchant's Decision

  • If the merchant chooses Option A (Keep the Payment):

    1. Obtain the necessary internal approval to change the transaction status.
    2. Manually update the transaction status from "REJECTED" to "SUCCESSFUL" in the Business Intelligence Platform (BIP).
    3. Inform the merchant that the update is complete.

  • If the merchant chooses Option B (Refund the Customer):

    1. IMPORTANT: The refund must be processed manually, following the standard procedure for offline refunds.
    2. Do NOT attempt to process the refund using the transaction record in the BIP. Because the transaction was originally registered as unsuccessful, the refund function in the BIP will not work as expected.