Support #5208
[SCP ID :##2602##] : RE: 20150303/RCMS/REPORT/MYSRIMAS/Unable to authorize payment/COMPLAINT[VERY URGENT]
| Status: | Closed - End of life cycle | Start date: | March 03, 2015 | |
|---|---|---|---|---|
| Priority: | High | Due date: | ||
| Assignee: |  Zahir Abd Latif | % Done: | 100% | |
| Category: | - | Spent time: | - | |
| Target version: | - |
Description
Hi,
Kindly attend below request:
PROBLEM DESCRIPTION:- Customer not able to authorized payment MYIT150228144182 with error Invalid Authorization Code. Customer had threatened to go to press is matter is not resolved by tomorrow. Customer also refused to provide any screenshot. Today, MGCC agent had again contact customer and guide to authorize and same error appears. Customer had then reject the payment and proceed over the counter at branch. Sri Manjung Auto was our RCMS customer since last year 2015 and actively used our payment system for booking fee. Customer able to use the token previously.
Please refer email : Re: [Request ID :##2602##] : RE: 20150303/RCMS/REPORT/MYSRIMAS/Unable to authorize payment/COMPLAINT[VERY URGENT]
History
#1
Updated by Ong Wei Kuan over 9 years ago
- Status changed from New - Begin Life Cycle to Pending Customer Feedback
- Assignee changed from Stephanie Sufrapto to Zahir Abd Latif
Summary of issue :-
- Log file for 2nd March 2015 was overwritten, thus we can't get any information from the log file.
- Based on RCMS log file, RCAS return error code 30 to RCMS, which means that RCAS received error code 1 from VASCO API.
- Thus, we suspect this issue is similar to previous case (20150108/ERROR/RCMS-MY/PAYMENT/MYSYSTCH/Customer experienced abnormal behaviour whilst doing payment /Order SD541319 & Change Order IM353951 /Penril Ticket ID : 2558), where the root cause is token not sync.
Advice :-
- BBO to perform reset token from RCAS application.
- Bank to escalate this issue to VASCO vendor for their assistance.
Remark :-
- Pending customer feedback.
#2
Updated by Ong Wei Kuan over 9 years ago
Updates :-
-On 04-03-2015, BBO had reset the token for the user, however, user still not able to proceed with the payment authorization. RCAS still got response code 1 from VASCO API.
-Bank then decided to reissue new token to the user on the same day(04-03-2015), and user retest on 05-03-2015 after received the new token.
-On 05-03-2015, there is no issue reported for the new token.
-Suspected there is slight change on the server time causing the token not sync, bank is checking on the server time issue.
-Bank did not escalate the issue to VASCO.
#3
Updated by Zahir Abd Latif over 9 years ago
- Status changed from Pending Customer Feedback to Closed - End of life cycle
- % Done changed from 0 to 100
Issue closed in SCP.