hsbc secure epayments psp-pending

[karl pearson]

Hi
As a new customer to actinic i recieved my first online order on sunday 27th april 2008, this money is now showing as being cleared in my company bank account but on the actinic software it shows as psp-pending??
Do i need to alter the status to payment recieved or will actinic do it automatically.
I use hsbc secure epayments.

Thanks for any help
Karl

[TraceyHand]

you don't say which version of Actinic you are using but have you checked your payment method configuration?
Your HSBC may be set, in Actinic, to pre-auth transactions.
Do you use pre-authorisation or are your payments charged immediately?
Business Settings > Payments & Security
Click 'configure method' for the HSBC payment method in the list and check that you have 'charge immediately' if this is what your account is doing.

Meantime, for the order you have had come through then, yes, you'll need to manually add the payment.

Open the order, Progress & payments tab.
Click on 'view payments' and select 'new entry'
This should make the order status 'full payment received' and move it across to the 'pending' tab.

[RuralWeb]

You will also find with HSBC that the call back is delayed so it will show in PSP pending even though the payment has cleared. Also check in you virtual terminal that the payment has passed fraud checks ok which can also stop the call back. If you dont do this then clearing the payment in actinic and shipping the order will leave you holding the baby when the payment gets bounced.

In general if a payment is in psp pending then you need to do a few checks before doing a manual acceptance in actinic (which does nothing payment wise - it all needs to be done in the virtual terminal)

[karl pearson]

thankyou to you both for your replys.

I am using actinic 9.

I did need to do a fraud review as the delivery address was different to payment address, could this be the reason that actinic still has it as psp-pending? I have approved it on hsbc and the payment credited the company account on 28th april.

cheers
karl

[RuralWeb]

Actinic will still show it as psp pending as HSBC has not issued a callback - when you accept the payment in the virtual terminal it does not send any info to actinic so you need to accept the payment manually in actinic.

[karl pearson]

Thankyou for your help, i seem to have got that sorted now.

I would like a little bit more help if that is ok...

I have taken an order last week over the telephone, as i took the order i processed it through our point of sale hsbc secure epayments manually. It has all gone through ok and the money has credited the account however i havent entered onto actinic. I have only started looking into this today and am a little unsure. I have clicked on 'new order' and entered in the customers name/address and items ordered so now it is pending on the actinic. Am i able to enter in that i have already processed and recieved payment by card or have i done it all wrong?? I dont know what to do next
I am brand new to this software so am still learning my way round, any help muchly appreciated

cheers

[RuralWeb]

Am i able to enter in that i have already processed and recieved payment by card

Yes - manually accept the payment in the same way as you did the other orders. Its all in the user manual and help files as well

[karl pearson]

i have clicked on view payments and new entry but unlike the previous one i was stuck on it doesnt say full payment recieved it still says pending

[RuralWeb]

it doesnt say full payment recieved

No it will not becuase you have not told it that - read the help files

[karl pearson]

I have tried reading the help files and i am stuck hence coming onto this website for help, i have had this system less than a week and am still trying to understand the basics

[RuralWeb]

i have had this system less than a week

Then I suggest you contact Actinic support as you are entitled to 30 days free telephone support.

[karl pearson]

cheers thanks for your help