We identified and resolved an issue affecting PEAK 15 Pay where a payment processed successfully in MerchantTrack remained in Submitted status within PEAK 15. This caused downstream impacts such as missing receipts and booking confirmations and required manual intervention to approve the payment and trigger workflows.

This issue involved a payment which was created using the "Pay Now" button from the invoice screen. Although the payment included a reply message, authorization code, and request ID matching MerchantTrack records, it did not generate the expected transaction note in PEAK 15. No error message was shown during processing.

Root Cause: The issue was traced to a timeout in the Beacon service, which prevented the success note from being created. Engineering identified a failure in the payment process that did not surface a clear error message, making it difficult to detect and resolve promptly.

Resolution & Improvements:

  • Improved Error Handling: The payment process now includes enhanced exception handling for dependency API calls, ensuring clearer error messages are returned when failures occur.
  • New Alert Messages in D365:If a payment note fails to generate, users will now see one of the following alerts:
    • Failed to create Payment Note. Internal System Error – Failed to retrieve Payment Id
    • Failed to create Payment Note. Internal System Error – Failed to retrieve note response
    • Unexpected Error. Internal System Error – Unexpected error occurred
  • Monitoring Enhancements: Alerts have been added to notify support teams when similar issues arise.
  • Tracing Improvements: Additional logging has been implemented to better track failures within the payment process.

Next Steps: Further improvements are planned for the October release, including deeper investigation into the Beacon timeout and transitioning to HttpClient for more robust handling of service calls.

Customer Impact: This issue was isolated to a single payment within one organization. No other instances were found after a thorough review. We appreciate the detailed reporting and collaboration from the customer, which helped us resolve this quickly.