In the Order Manager section of the Ballyhoo Commerce admin area you will see comments beside each order. These can be as simple as ‘Payment Accepted’ to more complex comments which we will cover in detail in this article.

To see a full comment in the order manager, hover your cursor over the text.

PayPal

The following is list of order comments you might see if the transactions on your e-commerce website are processed by PayPal.

Receiver of the funds does not match the vendor email address.
You may see this comment if you change your primary email address with PayPal. Orders will no longer be automatically authorised in your Ballyhoo admin area because when a payment notification is sent from PayPal we verify it against the vendor email address you have provided. It is therefore important to notify us of any changes you make to your PayPal account.
Payment status returned from gateway is not completed.
PayPal has informed us that they were unable to complete the transaction with your customer. You will have to check your PayPal account or contact PayPal for more information.
Fraudulent information provided from payment gateway.
When an instant payment notification is received by our system we verify the information directly with PayPal. This comment status indicates that PayPal did not verify the payment notification we received. We have therefore assumed there has been a fraudulent attempt to authorise an order. Please check your PayPal account for any records of this transaction and contact us immediately.
Transaction ID returned from payment gateway has already been used.
Each transaction with PayPal is given a unique transaction ID. This comment status also indicates a fraudulent attempt to authorise an order because we have been provided with a transaction ID we have already seen. Again, check your PayPal account for any records of this transaction and contact us.
Total amount or currency returned from payment gateway does not match actual values.
This status essentially means the funds taken at PayPal do not match the total for this order, possibly due to the PayPal transaction being in a different currency. Again this indicates a fraudulent attempt to authorise an order. Check your PayPal account for any records of this transaction and contact us.

SagePay Form

Order comments from SagePay are usually very concise and require no further explanation. The following is a list of comments you can expect to see.

NOTAUTHED
The Sage Pay system could not authorise the transaction because the details provided by the Customer were incorrect, or insufficient funds were available.
MALFORMED
Input message was missing fields or badly formatted – normally will only occur during development and vendor integration.
INVALID
Transaction was not registered because although the POST format was valid, some information supplied was invalid. e.g. incorrect vendor name or currency.
ABORT
The Transaction could not be completed because the user clicked the CANCEL button on the payment pages, or went inactive for 15 minutes or longer.
REJECTED
The Sage Pay System rejected the transaction because of the fraud screening rules you have set on your account.
AUTHENTICATED
The 3D-Secure checks were performed successfully and the card details secured at Sage Pay.
REGISTERED
3D-Secure checks failed or were not performed, but the card details are still secured at Sage Pay.
ERROR
A problem occurred at Sage Pay which prevented transaction completion.

SagePay Server

If your e-commerce website runs the SagePay Server Integration to take payments, you can expect to see the following comments in your order manager. Again, these are usually self-explanatory.

Tamper detected.
When a payment goes through SagePay a summary of the transaction is returned. If this doesn’t match the information you have stored in your system the ‘Tamper Detected’ comment will appear. Check your SagePay account for more information and contact us.
DECLINED
The transaction was not authorised by the bank.”
ABORTED
The customer clicked Cancel on the payment pages, or the transaction was timed out due to customer inactivity.
REJECTED
The transaction was failed by your 3D-Secure or AVS/CV2 rule-bases.
ERROR
There was an error during the payment process.
UNKNOWN
An unknown status was returned from Sage Pay.
2013
The transaction was cancelled by the customer
2000
The authorisation was declined by the bank

If your Order Manager has displayed a comment that is not listed here or you want further clarification on any of the comments, get in touch and we’ll be happy to help.