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Terms of serviceThank you for your patience as we monitored the fix and payments over the last two days. We can confirm that the issue is no longer ongoing and that all payments that were impacted have correctly transitioned, and display the latest update provided by Cybersource.
The sync issue was caused by a change in Cybersource's API on payment validation and enforced on 15th July 2024, that we were unaware of. We are implementing end-to-end tests so that additional alerting is in place to warn us of a similar situation, much sooner.
Resolved
Thank you for your patience as we monitored the fix and payments over the last two days. We can confirm that the issue is no longer ongoing and that all payments that were impacted have correctly transitioned, and display the latest update provided by Cybersource.
The sync issue was caused by a change in Cybersource's API on payment validation and enforced on 15th July 2024, that we were unaware of. We are implementing end-to-end tests so that additional alerting is in place to warn us of a similar situation, much sooner.
Monitoring
After exhaustive testing, we have been able to confidently release the fix early. The issue is no longer ongoing and payments will now be transitioning into Settled status as expected.
Previously impacted payments will be updated by Monday 29th July 2024, another update will be provided once this has been completed.
Identified
Primarily, thank you for your patience as we investigated this issue.
We have identified the root cause of problem, and have a fix prepared that is currently being tested.
As this is not impacting the authorisation or capture of payments, which remain working as normal, we have opted to only release the fix to our production environment on Monday. This is so that we can continue with the exhaustive tests and also to prepare the resyncing of all impacted payments, which is likely to take several hours to complete.
The next update will be provided on Monday the 29th July.
Investigating
We are continuing to investigate this issue. We have not identified the root cause(s) as yet, but we can confirm that this issue is not impacting the authorisation or capture of payments, which remain working as normal. The issue impacts the sync between Cybersource and Primer post payment settling, meaning that settled payments shown on Cybersource's dashboard are not reflected in Primer's dashboard. We are confident that once the root cause(s) is/are identified, we will be able to force the sync for all payments that are currently in Settling stage, to then display the same information made available by Cybersource.
Thank you for your patience as we investigate this issue.
Investigating
We've been made aware that payments that require Cybersource are stuck in the Settling stage and are not moving to Settled. This may have been ongoing for some time already, and is impacting both the Sandbox and Production environments.
We are investigating the issue and will provide further updates once we have more information on it.