[wildman]

On Register 2 when I try a credit card payment I get a box saying Time Out Error connecting to server. The sale does not show up in Retail Edge, However the charge goes through PC Charge and is on the PC Charge list. Any Suggestions on this problem?

[RetailEdge Moderator]

The PCCharge settings need to be set for each workstation. Check your timout settings in PCCharge and each workstation as well. Make sure that the RetailEdge timeout settings are greater than PCCharges. Otherwise you have the possibility of RetailEdge timing out before PCCharge does.

This from the RetailEdge Help

Timeout: This is the length of time RE will wait until it gives up on a response from PC Charge. With modems, a good initial setting is anywhere from 120 seconds to 180 seconds. You can always reduce the initial timeout settings in the future. The best value for your system will vary based on the speed of your modem, the speed of your computer, the speed of your network and how quickly the processor responds. This setting should be 10 to 20 seconds greater than the timeout value set in PCCharge.

On Register 2 when I try a credit card payment I get a box saying Time Out Error connecting to server. The sale does not show up in Retail Edge, However the charge goes through PC Charge and is on the PC Charge list. Any Suggestions on this problem?

[wildman]

Bill What do you recomend for the time out? PCCharge is using tcpip (DSL) fast. Fairly fast network with fast computers.

[RetailEdge Moderator]

Try using default PCCharge Timeout of 60 seconds and a RetailEdge timeout of 80 seconds. Remember this is maximum time that PCCharge will wait for authorization. So if there is a delay in receiving an approval (due to high traffic or bad internet connectivity) then PCCharge will wait 60 seconds before giving up on the transaction RetailEdge will then wait another 20 seconds before giving up. This will minimize the potential for having a situation where RetailEdge gives up before PCCharge and having PCCharge receive an authorization but not posting it in RetailEdge.

You may want to reduce these times if waiting 80 seconds for a transaction is too long. But bear in mind that during periods of high traffic you can see delays. So if you want to reduce the timeout, I would recommend that you do it in small steps.

Note that if you are on a network and the network connection disconnects after the transaction has been sent to PCCharge and the processing has started, you can still have a situation where RetailEdge times out but the transaction gets processed in PCCharge. There is nothing we can do about this.

If a transaction gets processed in PCCharge and not in RetailEdge, you can unwind the transaction by either:

1. Turning off the "Process as a Credit Card" option for the payment method in RetailEdge and then reposting the sale. This will get the transaction into RetailEdge but not repost it in PCCharge.

2. Open up PCCharge, void the sale, and then repost the entire transaction. This option can sometimes be a problem, for high dollar transactions and certain processors. The card will have the amount decremented from the customers credit limit twice until the sales are batched out in PCCharge at the of the day. So if you hit the limit the card will not go through the second time.

Bill What do you recomend for the time out? PCCharge is using tcpip (DSL) fast. Fairly fast network with fast computers.