Everything You Need to Know About AW-PENDING PAYMENTs

AGENDA What is the ACEweb Payment Process? What are AW-PENDING Payments? What causes an AW-PENDING Payment? What ACEweb INI Settings effect Payments? How can I find AW-PENDING Payments? What if I can’t find an AW-PENDING Payment? Are there ways to reduce AW-PENDING Payments?

ACEweb Payment Process Users click the Payment Service button to pay for a registration transaction by credit card:

ACEweb Payment Process ACEweb saves the registration and pay records to Student Manager with AW-PENDING  entered into the Registration Note and Pay Note fields. Registration Record: Pay Record:

ACEweb Payment Process Control is then switched from ACEweb to your Payment Service (e.g. Touchnet, Authorize.net, etc.). ACEweb waits for a response from the Payment Service. If a response is received, ACEweb removes the AW- PENDING status from the registration and payment records and marks them as successful or failed.

AW-PENDING Payment If ACEweb does NOT receive a response from the Payment Service, the registration and payment records remain in Student Manager marked as AW-PENDING. IMPORTANT Once control is switched to the Payment Service, ACEweb no longer has control. It is in a “listening” mode, waiting for a response from the Payment Service.

What causes an AW-PENDING Payment? The user “bails out” of the payment process - they close the browser or navigate to another site without completing the process. If your payment service provides a Cancel button and the user clicks it instead, ACEweb does remove the AW-PENDING status, recording “Transaction cancelled by user” in the Registration Note.

What causes an AW-PENDING Payment? The Payment Service site is down so the user never gets to the site (page just spins or they see a message like this one) www.touchnet.com

What causes an AW-PENDING Payment? The user completes the process but something happens before the Payment Service can notify ACEweb – e.g. the power goes out or the user’s browser or computer freezes.

What causes an AW-PENDING Payment? The user does not complete the process in a timely manner – they take a phone call, or can’t find their credit card, etc. IMPORTANT ACEweb “listens” for a response for approximately 30 minutes

ACEweb INI Setting - VoidPendingPmts Determines how AW-PENDNG records are saved in Student Manager: 0-Registrations/Payments are active with AW-PENDING in the Pay Note. 1-Registrations are active with AW-PENDING in Registration Note. Payments are voided with AW-PENDING in Pay Note. 2-Registrations are cancelled with AW-PENDING in Registration Note. Payments are voided with AW-PENDING in Pay Note. 3-VFP: Registrations are deleted with AW-PENDING in Registration Note. Payments are voided/deleted with AW-PENDING in Pay Note. SQL – Registrations are revoked with AW-PENDING in Registration Note. Payments are voided/revoked with AW-PENDING in Pay Note.

ACEweb INI Setting - VoidPendingPmts Option 0: Registrations are included in enrollment counts and rosters. Users cannot come back later and add the course to their Cart to attempt another payment. Payments are also valid so users cannot make any other payment attempts via ACEweb. Option 1: Registrations are included in enrollment counts and rosters, even if the user did not pay. Users cannot come back later and add the course to their Cart to attempt another payment. Users can attempt another payment via Registration History > Payment Status. Option 2: Registrations are not included in enrollment counts and rosters. Users can come back later and add the course to their Cart to attempt another payment – IF– no staff member edits the registration (Updated By is still WWWEB). Option 3: Registrations are not included in enrollment counts and rosters. Users can come back later and add the course to their Cart to attempt another payment. Registrations can be removed if a staff member runs the Pack/Reindex routine.

Finding AW-PENDING Payments Enable the Show AW Pendings on startup? and Include Void in AW Pendings? options on Pay Preferences.

Finding AW-PENDING Payments The system checks for AW-PENDING payments when you log into Student Manager. Double-click the name to open the name record then the Edit Registration button to open the registration. IMPORTANT You cannot look up the registration if using the VFP version with VoidPendingPmts option #3. You must use the Pay Grabber tool instead.

F7 Pay Grabber Tool Press the F7 key to open the Pay Grabber tool and find AW-PENDING payments. Check the Payments flagged as AW-PENDING box.

F7 Pay Grabber Tool If using the VFP version with VoidPendingPmts option #3, check the include deleted payments box.

F7 Pay Grabber Tool If using the SQL version with VoidPendingPmts option #3, check the Payments flagged as Revoked box.

F7 Pay Grabber Tool The tool will return a list of AW-PENDING payments.

F7 Pay Grabber Tool VoidPendingPmts option #2, double- click the name to open the Name record then the Edit Registration button to look up the registration /payment.

1. Check box(es) of registrations you want to undelete/unrevoke F7 Pay Grabber Tool 1. Check box(es) of registrations you want to undelete/unrevoke VoidPendingPmts option #3, press Esc to close the list then undelete/unrevoke specific registrations. Once they are undeleted/unrevoked, you can look up the registration (e.g. look up name then click Edit Registration button). 2. Click Done button

SQL with VoidPendingPmts Option #3 When running the Pay Grabber tool, after you close the Which records would you like to unrevoke? window, the system will ask if you want to remove revoked registrations: VFP Version: any deleted records will be removed the next time you run the Tools > Database Admin > Pack/Reindex procedure

SQL with VoidPendingPmts Option #3 You can look up and unrevoke an individual registration/payment. Click the Payments button to see the Revoked options.

Can't Find an AW-PENDING Payment? VFP Version Users: has someone ran the Tools > Database Admin > Pack/Reindex tool? SQL Version Users: has someone deleted the revoked registration?

Can't Find an AW-PENDING Payment? You may occasionally see a valid payment on your *Payment Service report but you cannot find it in Student Manager. The most common reason for this is the registration is under a different person's name. For example, a user logs into John Smith's record but pays for the registration with Sharon Smith's credit card. Sharon's name shows on your Payment Service report but the registration is in John's name. *because the payment process completed successfully but ACEweb never receives confirmation of the successful payment so it's still marked as AW-PENDING.

Can't Find an AW-PENDING Payment? By default, the logged on user's information is entered in the Credit Card Information section. If they pay with someone else's credit card but do not update this information before clicking the Payment Service button, the payment record will have the logged on user's information.

Can't Find an AW-PENDING Payment? In these cases, try searching for the Payer Name. However, if the user did not change the information before clicking the Payment Service button, try searching for AW-PENDING payments added on the date.

Reduce AW-PENDING Payments? In all redirect Payment Services, once control is switched to the Payment Service, ACEweb no longer has control. It is in a “listening” mode, waiting for a response from the Payment Service. Because ACEweb has switched control to the Payment Service, it has limited options to help reduce AW-PENDING payments. The following are some suggestions to help reduce AW-PENDING payments. Please Note Many of these suggestions call for changes to your Payment Service settings. ACEware staff CANNOT help you access or edit your Payment Service settings.

Reduce AW-PENDING Payments? Review your Payment Service page options: Can you add messages to the page asking them not to leave the site before the process is completed? Can you add a Cancel button to the page? A cancel button returns the "User Canceled" response to ACEweb. Can you adjust the Timeout setting? ACEweb waits for approximately 30 minutes. We recommend you set the Payment Service Timeout to be slightly less, e.g. 25 minutes. Do they offer a Silent Post option? If they do, we recommend you enable it in your Payment Service and in ACEweb.

What is Silent Post? Services such as Touchnet and Official Payments automatically return the user back to ACEweb once the process is complete. With other services, the user must click a button to return to ACEweb. For these services, we recommend you enable their Silent Post option if they provide one. The option sends a response back to ACEweb if the user doesn't click the button to return. Services that offer a Silent Post option: Authorize.net, Cashnet, CyberSource, PayFlow Link. But just remember, the Payment Service can only send the response to ACEweb –IF– the user leaves the browser open on the Payment Service site. If the user closes their browser or navigates to another site, ACEweb will not receive the response.

Remember Contact your ACEware technican to discuss available options for your specific Payment Service. Review your ACEweb INI VoidPendingPmts setting and discuss the options with your ACEware technician. Regularly check for AW-PENDING payments. Enable the option to check on startup or use the Pay Grabber tool.

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