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# Resolving Multiple Payment Attempts

### Introduction

Navigating through multiple payment attempts can be a frustrating experience for both customers and merchants alike. This guide is designed to provide a clear and effective pathway to resolve such issues, ensuring a smooth and efficient transaction process while minimizing inconvenience for all parties involved.

### Table of Contents

* [ **Resolving Multiple Transaction Attempts** ](#3-resolving-multiple-transaction-attempts) 

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### Resolving Multiple Transaction Attempts

This could potentially be related to a couple of things, such as:

* Service Provider Downtime / Maintenance
* Intermittent Network Connection Trouble
* Faulty Device
* Direct Merchant Temporary Impact

*For all the above, there is a bit of ambiguity, and the resolution timeline becomes a bit hard to identify.*

To start, request as much info as possible about where and which devices are experiencing the trouble and submit it as a **production issue report** support request using the format below. This will allow the team to get all the necessary insights and address the matter at hand for a quick resolution.

![Create New Support Ticket:](https://storage.crisp.chat/users/helpdesk/website/74260be74e639800/image-3_1g5yjb3.png)

**A few things you could do to check and advise the merchant to do are:**

**a.** Check the payment provider's **status** page & subscribe to incident reports.

**b.** Check for Device Logs.

**c.** Check the networking insights (or request to have them checked) for anomalies.

**d.** Request the merchant to check if the network service provider is having intermittent latency or connectivity.

**e.** Initiate **Force Stop** for the application to prevent any app misbehavior. (Should that be the root cause)

**f.** Request a reboot of the payment terminal. (Action can vary for reboot based on device type - confirm payment terminal and advise)

**g.** Submit a **PIR** as well to have the engineering team look for deeper insights on an instance.



[Back to top](#3-introduction)