Here is the Overall Investigation are some frequently used investigation methods to handle Support Related basic queries common support issues:

V1 PMS Related

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Issue

SSL Certificates Expiring or Booking Engine 500 Error

Error 500 Means usually means that we are not able to reach the Server server

Step 1 : Check SSL Certificate which can be done using Browsing the API URL

Which can be found in PMS Settings in Manage Property in B4 b4 Admin

If the Issue issue is still occurring which means , we are unable to reach the v1 web Server (which is Hosted by Property ) the V1 webserver hosted at the property.

Step 2: Notify the IT team of Property (Hotel) To Whitelist the Ip address mentioned the property to whitelist the IP addresses listed in https://b4checkin.atlassian.net/l/cp/CXNAUFRB

If the Issue is still occurring even after the Whitelisting whitelisting of Ip address IP addresses…

Step 3: Setup a Meeting to get Sever Access to (v1 Web server ) access to the customer’s V1 webserver

Test the Server webserver using Different Methods different methods like Browsing browsing the URL locally using IIS

From experience : Check SSL Binding first (Correct SSL Certificate binding first to confirm the correct SSL certificate is being used for Correct Domain ) the correct domain

Payment Success Posting Failed
(

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most common with Opera, HMS

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& Maestro)

The payment Process is divided two Steps

First Step is Payment payment processing step where the Actually AVS Verification verification occurs and the amount is Transferred transferred from Credit Card holder to Client Paygate cardholder to client’s paygate

Second Step is After Completion after completion of First first step, is Posting were we when the posting occurs. We create a Request request to Post post the Credit credit card and send the Transactions transactions details in into the PMS

Above Error error says that Payment payment should be Success a success but We we failed to Post post into the PMS

Why do the Request fails :

Usually when We we try to Send send the Posting Request posting request to PMS, it gives an Error back to us returns an error

Due to which the Posting posting fails ( In in a generic way )

To Get The Error Message , Use B4 Admin Logs use Invoice number or Approval Code to Search in Message Tab , get the error message, use b4 Admin report

use invoice number or approval code to search in message tab

Then look for the log below the Failed Message , It failed message; it should be in the XML

Most of the Errors errors are PMS-based Errors ,errors

We can not do anything except get back to client and let them know

To reach out to Support for their PMS Support

Payment Workflow

Payment workflow goes through involves three different Entities , Please check below parties.

( This this is not technical Diagramdetail diagram, this is just for understand purposejust high level overview)

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Few Flows

Fetching / Pulling Reservation

1. The Reservation reservation is Pulled pulled from Transform via B4 b4 Admin, which sents sends the request to the PMS to fetch the Reservation reservation number via Conf confirmation number or Booking Id booking ID

Send Email to Guest

1. B4 b4 Users ( client / Property property Users) , they Fetch fetch the Reservation reservation and Create create a Mailer payment request for their Guest guest which can be used to Pay , submit payment; this whole Process process is done Itself in b4 admin and Transform TransForm

Process Transaction

1. The Guest clicks on the link fills up the Form , and completes the payment form. We perform the basic Validation validations and then Sent send the Card card over to Pay gate the paygate, which will than Authorize authorize the Amount amount and Transfer transfer the Amount amount . We ( B4checkin b4) do does not Process process the cards , Pay gates Authorize the Card by Performing ; paygates aAuthorize the card by performing the AVS and CVV validations

2. Once We we get the Successful a successful response back from Paygate the paygate we Inform the Guest guest that Transaction the transaction has been Processedprocessed

3. If We we get Failure a failure or Transaction transaction is not Processed processed , We we inform the guest the Payment didnt went in payment failed

Posting

1. Posting Is After occurs after the transaction is done , we Post the Card Details to the PMS ,

2. Cards after once sent to the Paygate comes paygate come back in Token form which we sent it over send into to PMS

3. Along with the Card card token we also sent send the Transaction transaction amount that we performed on that card via Paygate the paygate

4. If the Posting Fails posting fails ( Most most common Support Request support request), We we do have Reposting Feature in the a re-posting feature in b4 admin ( This is applicable only for Opera ) only

5. If the Posting posting is Success successful, Hooray . hooray! The Transaction transaction is Complete complete and all the Entities actions are working fine

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1. completed

To Check the Connection with the PMS and

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Paygate

1. Get the a Test Reservation via Client and Run from the customer and run the Fetch in the B4 b4 Admin

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2. To check the Connection with Pay gate the Paygate, Please perform a one dollar Transaction transaction with Test test cards