--- schema_version: "1" id: aa80c37e3c15d7c1da9817da1fabf3a483f3464e105e8c539e7b3e4a69e1897b title: View Failed Orders Report collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/rt_cms_reports_failed_orders_report.md canonical_url: https://help.salesforce.com/s/articleView?id=commerce.rt_cms_reports_failed_orders_report.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 12e17b771fdfe931d80cb5603d925cff1c71d818bce1d4a99fc3eab5546f207b description: View reports of orders that didn’t process in Point of Sale CMS so that users can verify the payments for those orders. products: - Commerce release: "264" --- # View Failed Orders Report View reports of orders that didn’t process in Point of Sale CMS so that users can verify the payments for those orders. These features are supported: - Provide multitender support. - Provide multiorderID search, for example PS000001, PS000002. - Provide multiorder status, tender status, and tender reversal status search. - Provide suggestions to users on action to be taken on the tender from the failed order. The actions ‌can be to issue a refund manually or review the payment transaction, and so on. - Provide a mechanism for the users to confirm if they took the action or not. ## Prerequisites - Modern POS App Build: 8.1.1 or later - Platform Support: iPad, iPod, and iPhone - Offline Support: yes ## Configure and Setup Point of Sale CMS for Failed Order Reports Prepare your system to generate one of three types of failed order reports in Retail Cloud CMS. ### Failed Orders Report 1. Go to **Orders > Failed Orders Report**. 2. Specify a date range with a specified time zone. 3. Configure the filters and select **SEARCH**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-commerce-retail-264-0-0-production-enus/17d647fb-8988-49fb-9add-c4f4cc79c9e4/images/icon_note.png) Note Note: Filtering the Order ID field with multiple order IDs must be comma-separated, that is, PS000001, PS000002, PS000003. The Failed Orders will generate a report including a column labeled "Review Status". It's here that users are notified that a transaction needs to be reviewed and to act. - Generate a Failed Orders report. - Under **Review Status**, select N**EEDS REVIEW**. - Review the notification popup including the status and recommended action. - After reviewing it, select **Reviewed**. - The Review Status will update to Done, indicating that the transaction has been reviewed. ### Failed Orders Report (Manual Reconciliation) This generates a report of all failed orders that need manual intervention. That is, reviewing the payment transaction in the Payment Gateway portal or issuing refunds manually through the payment gateway. 1. Go to **Alerts > Failed Orders Report (Manual Reconciliation)**. 2. Specify a date range with a specified time zone. 3. (Optional) Under **Order ID**, you can filter orders with order ID(s). 4. Select **SEARCH**. Expect to see a list of orders with a Payment Tender Status as either "Approved" or "Aborted" as well as a Tender Auto Refund as "Not Applicable". This feature sends an email if there's a failed order that requires action from the recipient. You can set the frequency and addresses for the emails. - Go to **Advanced > Monitoring**. - Select **Create** in the upper right. - Fill out the fields under **Basic Policy Information and Subscribers**. - Under Subscriptions, select **Failed Orders (Manual Reconciliation) for Event**. - Select the frequency of the emails. - Select **Save**. ### Failed Orders Report (Auto Refunded) This generates a report of all the orders where Salesforce has issued the refund automatically. 1. Go to **Alerts > Failed Orders Report (Auto Refunded)**. 2. Specify a date range with a specified time zone. 3. (Optional) Under **Order ID**, you can filter orders with an order ID(s). 4. Select **SEARCH**. Expect to see a list of orders with a Payment Tender Status as "Approved" as well as a Tender Auto Refund as "Reverted". ## View Failed Order Report End User Documentation View a description of the attributes in the generated failed order reports in Retail Cloud CMS.
Attribute Description
Order ID The order ID.
Order Status

The order status:

  • Canceled—The order has been canceled.
  • Failed—The order has failed or the remote Pay by Link has expired.
  • Pending—The order is still pending.
  • Pending Order—The order is still pending, but the payment status is approved.
Failure Type The type of failure associated with the order (for example Tender, Product (Gift Cards). For more information, read Gift Card as Product in Gift Cards via Adyen Payment Terminal.
Payment Tender ID The tender payment ID. It is recommended to configure Point of Sale's endpoint to only the POS account. If the endpoint is configured for all transactions (for example, Adyen) it ‌results in inaccurate IDs for nonPOS orders.
Payment Tender Method The tender method, that is, cash, credit card, and so on
Payment Tender Status

The tender payment status:

  • Canceled—The tender was canceled.
  • Approved—The tender was approved.
  • Declined—The tender was declined.
  • Unknown—The tender status is unknown.
  • Aborted—The tender status was aborted.
  • Unverified—The tender's status was unverified.
Tender Auto Refund

The tender reversal status:

  • Reverted—The tender was reverted successfully.
  • Reversal Failure—The tender reversal failed.
  • Not Applicable—There's no tender reversal needed.
Reason

The reason as to why the order has failed. Hover over the grey information icon to show more details.

Reasons differ for why phase two failed:

  • Network failure (network lost in the middle of API call).
  • Request Timeout
  • No network.
  • Backend failure (Generic network failure for other reasons where we didn't get back response from the backend).
  • Gift Card Failure (Beginning 9.2.1)
Review Status Suggestions to users on action to be taken on the tender from the failed order. This includes the status and recommended action.
Store ID The store's ID.
Associate ID The associate's ID.
Order Amount The total order amount.
Payment Tender Amount The total tender amount.
Order Date The date of the order.
Payment Date The date of the payment.
Details Select View Details to view more information that is in-depth.
## Payment Error Handling for Failed Orders Check payment records in Point of Sale when orders fail and review reports for canceled or declined payments. For information about payment error handling, see this [article.](https://help.salesforce.com/s/articleView?id=commerce.rt_adv_config_pay_gate_error_handling.htm&release=264.0.0&type=5 "An order failure with unknown payment statuses is critical. Point of Sale made enhancements addressing this issue by adding additional parameters and descriptive order statuses in the CMS reporting. Additionally, there is the abort option in the app's user interface to mark the payment status as unknown in case of communication failures between the app and the terminal. This enables you to verify and reconcile the transaction later depending on the order status in the CMS failed order report.") ### Failed Order Report User Guide If any of the orders aren't completed in the Point of Sale app, each tender in the order will be recorded in the failed order report. In these cases, check the failed order reports to view the tender records: - The credit card payment method is chosen on the cart page and the card payment is canceled, denied, or aborted. The associate resets the tenders to change the cart. - The credit card payment method is selected on the cart page, but due to timeout or other reasons, the associate resets the tender. - Paying in any tender on the multiple tender pages and the payment method is reset. - The network's fluctuations cause orders to fail. - A failed order in offline mode. - A failed order due to network delay. - A failed order due to response delay. - A failed order due to no confirmation received from the system. - The app crashed while taking payment. - The app went into the background while taking payment. - Gift card issue, or load fails after taking payment. (Gift Card via Adyen Terminal only) Auto refund, as a subset of the failed order report, only shows records of credit card payments and credit card purchases that were successfully refunded. In these cases, check the failed order report to view the tender records. - If the credit card payment is approved and successfully refunded Manual Reconciliation, as a subset of the failed order report, only shows records of credit card payments and credit card payments that weren't successfully refunded. In these cases, check the failed order report to view the tender records. - If there's a credit card payment approved but wasn't successfully refunded. - A failed order due to app time out or network delay and Point of Sale service not processing the order which needs to be reviewed and manually reconciled. ### Failed Order Scenarios These scenarios list their expected behavior in the CMS and in the app.
Scenario Expected Behavior in CMS Expected Behavior in App
Log into a shop, add any product, place an order, pay by credit card, and submit the order. This will be a successful order and therefore, there will be no record in the Failed Order Report. The order history has the record and the data is correct.
Log into a shop, add any product, select credit card as the type of payment, and wait five minutes. The Failed Order Report shows the record with an Order Status as Pending.
Log into a shop, add any product, select credit card as the type of payment, pay by card, and submit the order. This will be a successful order and therefore, there will be no record in the Failed Order Report. The order history has the record and the data is correct.
Log into a shop, add any product, select credit card as the type of payment, pay by card, cancel it, and select any other tender or price to reset the tender.

The Failed Order Report shows the record with an Order Status as Failed. The Payment Status as Canceled and the Payment Method as Credit Card. The Order Status will change from Pending to Failed.

Select View Order Details to get in-depth order details.
Log into a shop, add any product, select credit card as the type of payment, pay by card. The credit card is declined, and select any other tender or price to reset tender

The Failed Order Report shows the record with an Order Status as Failed, the Payment Status as Declined, and the Payment Method as Credit Card. The Order Status will change from Pending to Failed.

Select View Order Details to get in-depth order details.

Log into a shop, add any product, select credit card as the type of payment, pay by card, cancel it, and select any other tender or price to reset the tender.

The Failed Order Report shows the record with an Order Status as Failed, the Payment Status is Canceled, and the Payment Method as Credit Card.

Select View Order Details to get in-depth order details.

Log into a shop, add any product, select credit card as the type of payment, pay by card. The credit card is declined, and select any other tender or price to reset tender

The Failed Order Report shows the record with an Order Status as Failed and the Payment Status as Declined. The Payment Method as Credit Card.

Select View Order Details to get in-depth order details.

Log into a shop, add any product, select Multiple Tender, pay by card. The card is declined, and select reset.

The Failed Order Report shows the record with an Order Status as Failed, the Payment Status as Declined, and the Payment Method as Credit Card.

Select View Order Details to get in-depth order details.

Log into a shop, add any product, select Multiple Tender, pay by card, cancel it, and select reset.

The Failed Order Report shows the record with an Order Status as Failed, the Payment Status as Canceled, and the Payment Method as Credit Card.

Select View Order Details to get in-depth order details.

Log into a shop, add any product, select Multiple Tender, pay by card, cancel it, pay the full price with a different card, and submit the order This is a successful order and therefore, there's no record in the Failed Order Report. The order history has the record and the data is correct.
Log into a shop, add any product, select Multiple Tender, pay by card, cancel it, pay a partial price with a different card, and reset the tender.

The Failed Order Report shows the record with an Order Status as Failed. There are two tenders with the same Order ID: payment one is canceled and payment two is approved. In payment 2, the Payment Revert Status is Auto-Reverted.

Payment two record shows shown on the Auto Reconciliation page.

Select View Order Details to get in-depth order details.

Log into a shop, add any product, select Multiple Tender, pay by card, cancel it, pay a partial price with a different card, and reset the tender.

The Failed Order Report shows the record with an Order Status as Failed. There will be two tenders with the same Order ID: payment one will be canceled and payment 2 will be approved. In payment 2, the Payment Revert Status will be Reversal Failure.

Payment 2 can’t revert and the record shows on the Manuel Reconcile page.

Select View Order Details to get in-depth order details.

Log into a shop, add any product, select Multiple Tender, pay full price by any failed payment (credit card, gift card, or cash), and submit the order.

This will be a successful order and therefore, there will be no record in the Failed Order Report. The order history has the record and the data is correct.
Log into a shop, add any product, select Multiple Tender, pay by any failed payment (credit card, gift card, or cash), pay also by some approved payment, and reset the tender. The Failed Order Report shows the record for all tenders.
Log into a shop, add any product, select Multiple Tender, pay by credit card(s), and wait five minutes. The Failed Order Report shows the record with an Order Status as Pending Order for all tenders. After five minutes, if reset, then it will change to Failed. However, if after five minutes, if the payment is submitted, then CMS won't show any record.
The iPad is switched to offline mode and an order is placed offline. The same behavior will exhibit in the previous examples.
If the backend receives the phase two call, and is processing, but the app displays a time-out error. The order will display in both the Successful Order and Failed Order reports as this is an expected behavior.

This is only for Gift Card via Adyen Terminal.

Log into a shop, add gift card product, pay any tender payment, gift card issue/load fails, order is failed, and cart is reinit.

The Failed Order Report shows the record for all tenders. For versions 9.1.2 and earlier, any credit card tenders won't be reversed automatically. In versions 9.2.1 and later, credit card tenders will be automatically reversed.
- If you don’t save the order and wait five minutes (staging) / six hours (production), regardless of the payment tender method (cash, credit card, and so on), all orders will have an order status as "Pending". - Orders made with a credit card will have an order status as "Pending Orders" and the reason as "Missing Finalize Order Call". This means the POS app request to the backend wasn't successful or the backend hasn't received any of the POS requests yet. ## Merchant Onboarding for Failed Orders Configure the email alert in Point of Sale CMS to receive the details on the failed orders. The system can generate an email with a daily, weekly, and monthly list of failed orders. The email contains a CSV attachments wth a list of failed orders. For more information about configuring email communication, see [View Failed Orders Report](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_reports_failed_orders_report.htm&release=264.0.0&type=5 "View reports of orders that didn’t process in Point of Sale CMS so that users can verify the payments for those orders."). The email contains failed orders that need manual intervention. See the below failed order scenarios and the actions that the user has to take.
Use Case Payment Tender Method Payment Tender Status Refund Status Action & Description
Order Status = FAILED
App killed. Card was accepted at the terminal, but the payment reversal failed.

RemotePayByLink

/

PayByLink

 APPROVED REVERSAL_FAILURE

Action = REVERSAL_FAILURE

Credit card payment can’t be reversed. Review the transaction and issue a refund if required.
Order approved on the terminal, but there was a timeout while confirming the order. Backend received information. Credit Card APPROVED REVERSAL_FAILURE

Action = REVERSAL_FAILURE

Credit card payment can’t be reversed. Review the transaction and issue a refund if required.
Order approved on the terminal, but there was a timeout while confirming the order. The backend didn't receive any information. Credit Card APPROVED REVERSAL_FAILURE

Action = REVERSAL_FAILURE

Credit card payment can’t be reversed. Review the transaction and issue a refund if required.
Order approved on the terminal, but there was a timeout while confirming the order. The backend didn't receive any information. Credit Card APPROVED REVERSAL_FAILURE

Action = REVERSAL_FAILURE

Credit card payment can’t be reversed. Review the transaction and issue a refund if required.
App killed. Card was accepted at the terminal.

RemotePayByLink

/

PayByLink

 APPROVED NOT_APPLICABLE

Action = ISSUE_REFUND

Payment was captured, but the order wasn't processed. Review the payment process and issue a refund.
Pending Order sync failed on app Credit Card APPROVED NOT_APPLICABLE

Action = ISSUE_REFUND

Payment was captured, but the order wasn't processed. Review the payment process and issue a refund.
Order Status = PENDING_ORDER
App killed. Card was accepted at the terminal.

RemotePayByLink

/

PayByLink

 APPROVED NOT_APPLICABLE

Action = REVIEW_IF_REQUIRED_REFUND

Credit card payment can’t be reversed. Review the transaction and issue a refund if required.
Backend unable to receive a call-back from payment gateway. CreditCard APPROVED NOT_APPLICABLE

Action = REVIEW_IF_REQUIRED_REFUND

Payment was captured, but the order wasn't processed. Review the payment process and issue a refund.
Order Status = PENDING
Received PaybyLink, but the payment didn't go through.

RemotePayByLink

/

PayByLink

 PENDING NOT_APPLICABLE

Action = REVIEW_IF_REQUIRED_REFUND

Payment was captured, but the order wasn't processed. Review the payment process and issue a refund if required.
Neither payment gateway call-back received or finalized confirmation from app. NOT_APPLICABLE

Action = REVIEW_IF_REQUIRED_REFUND

Payment was captured, but the order wasn't processed. Review the payment process and issue a refund if required.
Order Status = RETURN_FAILURE
Refund was processed on the terminal, but the Return API call failed due to a backend issue.

Credit Card

/

Gift Card

 PENDING REFUND_APPROVED

Reason = BACKEND_FAILURE

Reason Description = No response from Salesforce

Action = REVIEW_IF_REQUIRED_REFUND_REVERSAL

Refund approved, but order posting failed. Review the payment with the payment provider to see if reversal is needed.
Tender refunded on terminal, but Return API call failed due to network

Credit Card

/

Gift Card

 PENDING REFUND_APPROVED

Reason = NETWORK_FAILURE

Reason Description = Network lost in the middle of API call

Action = REVIEW_IF_REQUIRED_REFUND_REVERSAL

Refund approved, but order posting failed. Review the payment with the payment provider if reversal is needed.
If app is closed/crashed in the middle of refund flow

Credit Card

/

Gift Card

 PENDING REFUND_UNKOWN

Reason = APP_CRASHED_OR_CLOSED

Reason Description = App was closed or crashed after payment was initiated

Action = REVIEW_REFUND_UNKNOWN

Refund status is unknown. Review with the payment provider.
Failure from terminal

Credit Card

/

Gift Card

 PENDING REFUND_UNKOWN

Reason = TERMINAL_FAILURE *

Reason Description = Error after initiating refund transaction on the terminal

Action = REVIEW_REFUND_UNKNOWN

Refund status is unknown, please review with the payment provider.
If app is online but terminal is offline (Verifone SAF). Credit Card PENDING REFUND_UNKOWN

Reason = SAF_FAILURE *

Reason Description = The app is online but the terminal is offline

Action = REVIEW_REFUND_UNKNOWN

Refund status is unknown. Review with the payment provider.
If app is online but terminal is offline (Verifone SAF). Credit Card PENDING REFUND_DECLINED

Reason = SAF_FAILURE

Reason Description = The app is online but the terminal is offline

Action = REVIEW_REFUND_UNKNOWN

Refund was declined. Check the status with the payment provider.
\* For app builds 10.3.1 and greater, Point of Sale introduced two new Reasons for failed orders with a status of "_Refund Failed_". Check the refund failed order status to understand what happened to the return order and manually reconcile it on the respective payment console. On the POS app, there's a section called "Refund Failed Pending" where merchants can check for any unsynced refund failed orders.