What Does It Mean When an SGD Transaction Says "Needs Review"?

Overview

If an SGD transaction in Salesforce is marked as "Needs Review," it typically indicates an issue with the payment method or transaction details. Follow the steps below to investigate and resolve the issue.

Steps to Investigate a "Needs Review" Transaction

1. Access the Transaction:

   • Locate the transaction in Salesforce.
   • Click on the Transaction Number (e.g., TR-027334).

2. Scroll to the Error Message:

   • Navigate to the bottom of the transaction page.
   • Look for the error message displayed under the transaction details.

3. Review the Error Message:

   • If the error message states: “You cannot process a transaction with an invalid Payment Method,” this indicates that the payment method was entered incorrectly.

4. Re-enter the Payment Details:

   • Inform the agent or responsible party to re-enter all payment information carefully and try again.

Common Causes for "Needs Review" Status

• Incorrect credit card details.
• Expired or invalid payment method.
• Typos or missing fields during the payment entry process.

Resolution Best Practices

• Double-Check Payment Details:

  • Ensure all fields are filled out correctly before resubmitting.
  • Verify that the payment method is valid and not expired.

• Communicate With the Agent:

  • Provide clear instructions to the agent on how to resolve the issue.
  • If additional help is needed, submit a ticket for further review.

Helpful Tips for Teams

• Always check for specific error messages before taking further action.
• Keep a record of any recurring issues or error messages to identify trends.
• If re-entering payment details does not resolve the issue, escalate the matter by submitting a support ticket.

By following these steps, you can quickly address "Needs Review" transaction statuses and ensure a smooth process for agents