Troubleshooting Your Bundles
If a customer contacts you about issues purchasing a bundle, follow these recommended steps to identify the cause and resolve the issue quickly.
Step 1: Identify the Error Message
The first step is to find out if an error message is being presented to the customer when trying to purchase the bundle. There are two common error categories:
Errors on the Bundle Page (App-Side)
Sometimes the error appears on the bundle page itself, such as:
- System Failed
- Error Loading Basket
- Failed to Create Order
These usually indicate that the inventory Facilipay holds is not in sync with the inventory on the related Clover account. To rectify this, ensure that the inventory is synced — a change may have been made on Clover that needs to flow through to Facilipay.
Errors on the Payment Gateway
The error might also appear on the payment gateway — the page where customers input their card details. The display varies depending on the payment gateway provider connected to your Facilipay account.
The best course of action is to:
- Obtain a screenshot of the error from the customer
- Capture details of the payment (date, time, amount, last 4 digits of card used)
- Send these details to our support team so the matter can be investigated and a resolution found
Tips & Best Practices
Sync regularly: Frequent inventory syncs prevent most app-side bundle errors.
Capture detail: Screenshots and exact transaction details speed up resolution massively.
Need help? Contact support@facilipay.io with the error screenshot and payment details.