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Finance Division

Clemson/Official Payments Problem Reporting Guidelines

Payment Troubleshooting Guidelines

Cash and Treasury Services is here to help you and resolve any issue with our online credit card service.

As a first step, please contact Cathy Freeman ( cdorfne@clemson.edu) at 864-656-0530 for assistance in resolving any issue with our online credit card service.

Did either OPC or Clemson have a maintenance window or make changes to their systems in the last day or two? If so, report the problem first to whichever team implemented recent changes.

To facilitate the troubleshooting of both teams, a comprehensive understanding of the problem is important. Therefore, the guidelines below specify what information to gather and provide to the Support team(s) to which the problem is reported.

1. If customer receives an error during payment processing:

  • Obtain as much of the user experience as possible:
    • What page were they on when the error occurred?
    • What was the exact verbiage of the error message?
    • What had they entered just prior to the error message occurring? (for example, they had just entered their credit card information and pressed ‘submit’.)
    • Did they use the browser’s back button?
  • Can they send a screen shot (Please be sure that no sensitive data is included on the screen shot). If possible the screen shot should include the URL at the top or please ask for the URL (e.g., https://securepay.eposasp.com/payment.aspx).
  • What date/time (and time zone) did this occur?
  • Can you duplicate their problem?
  • Has this been reported by only one customer or more?
  • What is their student ID (or other information needed to uniquely identify the transaction)?
  • What are the last four digits of their credit card or bank account number? Do not provide full number.
  • If Clemson’s IT team can provide the following, it would be very helpful:
    • Clerk ID (referred to as application ID by OPC) for the application the customer was using.
    • Request ID for the transaction.

To whom should the problem be reported?

It is impossible to know for sure which system caused the problem without some research. The following guidelines are offered as the initial place for research to begin.

If neither team made recent changes, the page on which the error occurred can be used to indicate which group should begin the investigative process.

  • Page preceding financial account entry – report to Clemson
  • Secure Payment Portal (this is the page on which the customer enters credit card or e-check information) – report to Official Payments
  • Confirmation page – report to Clemson

2. If they don’t think their payment processed correctly:

  • Why do they think the payment didn’t process?
  • Did they get a confirmation number? If yes, what is the number? If no, what did the system do after they submitted their payment information?
  • What date/time (and time zone) did this occur?
  • What is their student ID (or other information needed to uniquely identify the transaction)?
  • What are the last four digits of their credit card or bank account number? Do not provide full number.
  • If Clemson’s IT team can provide the following, it would be very helpful:
    • Clerk ID (referred to as application ID by OPC) for the application the customer was using.
    • Request ID for the transaction.

To whom should the problem be reported?

If the user received an error, see information needed from situation one above and the team to whom it should be reported.

If the user did not receive an error but suspects a problem due to some other indication, report the problem with the information needed to Official Payments.

3. If they didn’t receive an email confirmation (NOTE: emails are sent only for confirmation of successful payments, not for a failure of a one-time payment):

  • What is the email address at which they expected to receive the confirmation?
  • Did they receive a confirmation number? If yes, what is the number?
  • What date/time (and time zone) did they make the payment?
  • What is their student ID (or other information needed to uniquely identify the transaction)?
  • If Clemson’s IT team can provide the following, it would be very helpful:
    • Clerk ID (referred to as application ID by OPC) for the application the customer was using.
    • Request ID for the transaction.

To whom should the problem be reported?

Official Payments generates the emails so failure to receive an email confirmation should be reported to Official Payments along with the information gathered above.

4. If their credit card or bank account was charged twice for the same payment:

  • Did they get a confirmation number? If yes, what is the number? Do they or Clemson have a confirmation number for the second payment? If yes, what is the number?
  • What date/time (and time zone) did they make the payment?
  • What is their student ID (or other information needed to uniquely identify the transaction)?
  • Did they experience any issues when they made the payment? Receive any error messages? If so, please describe.
  • What are the last four digits of their credit card or bank account number? Do not provide full number.
  • If Clemson’s IT team can provide the following, it would be very helpful:
    • Clerk ID (referred to as application ID by OPC) for the application the customer was using.
    • Request ID for the transaction.

To whom should the problem be reported?

This could be a problem on either Clemson or Official Payments system. For quickest results, report the problem to both groups for troubleshooting, providing all the information gathered above.

5. If their credit card or bank account was charged the incorrect amount:

  • Did they get a confirmation number? If yes, what is the number?
  • What was the expected amount to be charged? What was charged?
  • What date/time (and time zone) did they make the payment?
  • What is their student ID (or other information needed to uniquely identify the transaction)?
  • Did they experience any issues when they made the payment? Receive any error messages? If so, please describe.

To whom should the problem be reported?

This could be a problem on either Clemson or Official Payments’ system. For quickest results, report the problem to both groups for troubleshooting, providing all the information gathered above.

6. The transaction appears in either OPC reports or the Clemson system, but not both:

  • What is the Confirmation number?
  • What is the date/time (and time zone) of the payment?
  • What is their student ID (or other information needed to uniquely identify the transaction)?
  • What are the last four digits of their credit card or bank account number? Do not provide full number.
  • If Clemson’s IT team can provide the following, it would be very helpful:
    • Clerk ID (referred to as application ID by OPC) for the application the customer was using.
    • Request ID for the transaction.

To whom should the problem be reported?

This could be a problem on either Clemson or Official Payments’ system. For quickest results, report the problem to both groups for troubleshooting, providing all the information gathered above.

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