Here is the Overall Investigation methods to handle Support Related basic queries
V1 PMS Related Issue Issue
SSL Certificates Expiring or Booking Engine 500 Error
Error 500 Means usually that we are not able to reach the 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 Admin
If the Issue is still occurring which means we are unable to reach the v1 web Server (which is Hosted by Property )
Step 2: Notify the IT team of Property (Hotel) To Whitelist the Ip address mentioned in https://b4checkin.atlassian.net/l/cp/CXNAUFRB
If the Issue is still occurring even after the Whitelisting of Ip address
Step 3: Setup a Meeting to get Sever Access to (v1 Web server )
Test the Server using Different Methods like Browsing the URL locally using IIS
From experience : Check SSL Binding first (Correct SSL Certificate is being used for Correct Domain )
Payment Success Posting Failed ( Most common with Opera , HMS and Maestro )
The payment Process is divided two Steps
First Step is Payment step where the Actually AVS Verification and amount is Transferred from Credit Card holder to Client Paygate
Second Step is After Completion of First step , is Posting were we create a Request to Post the Credit card and the Transactions details in PMS
Above Error says that Payment should be Success but We failed to Post into the PMS
Why do the Request fails :
Usually when We try to Send the Posting Request to PMS , it gives an Error back to us
Due to which the Posting fails ( In generic way )
To Get The Error Message , Use B4 Admin Logs
use Invoice number or Approval Code to Search in Message Tab ,
Then look for the log below the Failed Message , It should be in the XML
Most of the Errors are PMS based Errors ,
We can not do anything except get back to client and let them know
To reach out to PMS Support
Payment Workflow
Payment workflow goes through three different Entities , Please check below
Few Flows
Fetching / Pulling Reservation
The Reservation is Pulled from Transform via B4 Admin , which sents request to PMS to fetch the Reservation number via Conf number or Booking Id
Send Email to Guest
B4 Users ( client / Property Users ) , they Fetch the Reservation and Create a Mailer for their Guest which can be used to Pay , this whole Process is done Itself in b4 admin and Transform
Process Transaction
The Guest clicks on the link fills up the Form , We perform the basic Validation and then Sent the Card over to Pay gate , which will than Authorize the Amount and Transfer the Amount . We ( B4checkin ) do not Process the cards , Pay gates Authorize the Card by Performing the AVS and CVV validations
Once We get the Successful response back from Paygate we Inform the Guest that Transaction has been Processed
If We get Failure or Transaction is not Processed , We inform the guest the Payment didnt went in
Posting
Posting Is After the transaction is done , we Post the Card Details to the PMS ,
Cards after sent to the Paygate comes back in Token form which we sent it over to PMS
Along with the Card token we also sent the Transaction amount that we performed on that card via Paygate
If the Posting Fails ( Most common Support Request ) , We do have Reposting Feature in the b4 admin ( This is applicable only for Opera )
If the Posting is Success , Hooray . The Transaction is Complete and all the Entities are working fine
Basic Technique to Check the Connection with PMS and Pay gate
Get the Test Reservation via Client and Run the Fetch in the B4 Admin
To check the Connection with Pay gate , Please perform one dollar Transaction with Test cards