ClassWeb payment reports are generated daily for a twenty-four hour period that spans from midnight to midnight
Eastern Time. They summarize credit card payment attempts by users who are renewing their subscriptions. These reports can be
used to reconcile the payment information that is received from Pay.gov. For best results, the ClassWeb reports and the
Pay.gov reports should be using the same time frame (i.e. midnight to midnight) and the same time zone (Eastern
How Payments are Made
- When a user account has less than 90 days remaining in a subscription, their preferences page will include a
Renew subscription button.
- When a user click's on this button, they are given an order form that allows them to select the subscription level
(number of concurrent users) that will go into effect when the account renews. This drop-down list includes pricing so the
user knows how much their renewal costs and so the price can be forwarded to Pay.gov.
- If they proceed with the renewal, the user is forwarded to the Pay.gov web site. The user cannot change the payment
amount that is sent to Pay.gov. After the user successfully charges their credit card or not, the transaction status is
returned to the ClassWeb server and the user is forwarded back to the ClassWeb web site.
- For all successful payment transactions, the user's expiration date is automatically extended by one year by the
ClassWeb server and if the new subscription level is different from the existing level, that information is recorded and
the account type is updated on the start date of the new subscription.
The ClassWeb payment report gives a summary of the results for a particular day as well as line-item details for all
sucessful credit card payments. When a user is forwarded to the Pay.gov site they can make anywhere from one to four
attempts to submit their credit card information (they can also use different cards in each attempt). After four declined
attempts, the user is automatically sent back to the ClasWeb server. The payment report only counts the final outcome of the
user's session with Pay.gov. The most common results are:
|Abandoned ||A user started an order in ClassWeb but never proceeded to the
Pay.gov web site to complete the purchase.|
|Approved ||A successful credit card payment. Note that even though the customer
may have made up to three declined attempts in the same Pay.gov session, those failed attempts will be ignored in the
|Canceled ||A user canceled out of the Pay.gov web site before making any payment
|Declined ||A user made one or more declined credit card submissions.|
There are also some less common results that are are indicative of system problems:
|Error ||An error occurred during the payment process. The individual errors are
listed in the Transaction Errors section of the report.|
|Incomplete ||Pay.gov did not notify the ClassWeb server about the outcome of a
payment attempt (highly unlikely, see below).|
|Unexpected ||The transaction "status" field contains a value was was not
programmed for in the report (should never happen). These transactions will be printed in the
Problems Running This Report section of the report.|
The report is divided into sections which are only printed if they contain data. Possible sections include:
This section of the report provides summary statistics for each type of transaction and the total amount of money
that should have been reported by Pay.gov for this time period.
This section contains one line for each successful credit card payment. The fields are:
|Payment ID ||ClassWeb transaction ID|
|User Name ||ClassWeb user name|
|Cust # ||CDS customer number|
|Account Type ||ClassWeb subscription type (number of simultaneous
|Pay.gov ID ||Pay.gov transaction ID|
|Date ||Transaction date|
|Amount ||Transaction amount|
|CC # ||Last four digits of the credit card number|
|Approval ||Approval code|
Incomplete transactions should generally never occur. They indicate that Pay.gov started to process a credit card
payment but never contacted the ClassWeb server with the final results. If Pay.gov did successfully charge the customer's
credit card for this transaction, their account expiration date and account type will not have been updated to reflect the
payment. Check the Pay.gov financial report to insure all payments have been properly applied.
A list of any errors that occurred when processing payment transactions. These should be rare. However, if someone with
the ability to manage user accounts is editing a user's record at the same time that that user is trying to renew their
subscription with a credit card, a transaction error can occur. When a credit card transaction is successful, the ClassWeb
server will try to update the user's account with the new subscription information. If the record is already
locked, the server will not be able to update the account and an error will be recorded and returned to the user (a record
locked error). If this happens, the account will have to be renewed manually.
Problems Running This Report
A list of any errors that occurred when creating the payment report. These too should be rare.
Reconciling the ClassWeb and Pay.gov payment reports is an important way to insure that ClassWeb customers get the
subscriptions they have paid for. The next section
describes how to remedy a user's account when
a problem is found. Here are some things to look for when comparing the two reports:
Updating User Records
- Check that the total number of approved transactions and the total dollar amount shown on the ClassWeb report matches
the same items on the Pay.gov report. If so, and you want to be really throrough, check each approved item in both
reports. If everything matches, you are finished.
- There should never be a case where a payment appears on the ClassWeb report that does not exist on a Pay.gov report
somewhere. There is a possibility that the two reports cover slightly different time frames and the transaction appears on
an earlier or later Pay.gov report.
- The case where a payment on the Pay.gov report does not show up on the ClassWeb report is more likely to happen. If,
after making a successful credit card payment, the Pay.gov server cannot connect to the ClassWeb server (i.e. because of a
network problem) or if it does connect but the ClassWeb server cannot update the user's account record because it is locked
by an administrative user who is editing that record at that time, then the user's subscription will not be extended.
- If you are unsure about whether a ClassWeb subscription was properly renewed, pull up the user record and look in the
history lines. The newest lines are listed first. Any subscriptions that have been renewed by the credit card payment
system will contain a history line that begins with "Subscription renewed via Pay.gov". The payment details
will follow in square brackets.
- Always pay attention to any errors on the daily ClassWeb payment report. Whenever a user account can not be
successfully updated during a credit card payment, it will be noted on the report and will likely reqire manual
There are two situations that will require you to manually update a user's account after a successful credit card
- If, for some reason, the ClassWeb server was not informed that a sale was successful or if ClassWeb was unable to
update the user's account with the new subscription information. In this case, use the Renew link in the user
management system to add a year to a subscription. If the new subscription is for a different Account type than
the current subscription:
- If the new subscription has not started yet (most common), fill in the Renewal date field with the start
date of the new subscription and set the Renewal account type field with the new account type. Do not adjust
the current Account type field. It will be updated automatically by the ClassWeb server on the start date of
the new subscription.
- If the new subscription has already started (uncommon), just change the value of the Account type
- If an approved payment is subsequently canceled, declined or adjusted, the user's subscription will
already have been automatically extended by one year and the account type may have been changed.
To fix this, in the user management system, click on the Edit link to update the user's account. There is a
separate help page with instructions on How to Un-renew a Subscription.
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