Forum Moderators: buckworks
e.g. Matthew has an AUD nab credit card issued in sydney, australia. Matthew visits www.oursite.com and tries to purchase a gift for delivery to New Zealand. The gift is displayed in NZD and will be charged in NZD to our NZD nab merchant account. Matthew enters his credit card details and clicks "Order". We try to charge his credit card but get an error back.
We use PayPal Payflow as the payment gateway and have first data international as the acquirer. We receive the error code 151 from Payflow which means "Unknow Error". I know! It's not very helpful :) I have contacted PayPal and they say that 151 generally means they have trouble connecting the clients bank. However this happens at least for 2-3 customers a day and the customers bank has always been nab. I have also contacted nab and their tech support has been absolutely awful. I have contacted them every month multiple times for the last 6 months and every time they say "we're looking into it".
The worst part about this problem is that it actually reserves the funds from the customers account and doesn't release it for up to 5 business days. Most of the time the customer tries to click order a couple of times so the bank is reserving hundreds of dollars of funds that won't be available for days. The customer then normally checks their account balance because they think there' nothing wrong with their credit card (Their most probably isn't!) and it looks like we've charged them multiple times. The customer then rings us because they're angry and it normally takes 1/2 hour to an hour to explain the situation and calm them down + our time.
So after all of that :) I'm hoping some other webmasters or developers out there might be able to help me fix this situation. Or if this problem is also happening to you we could work together to get nab to fix the problem. I also urge other people here who have nab multi currency accounts to check that this problem also isn't happening to you.
Also (not knowing anything about the taxes over there), could that be a problem? Some gateways will help calculate the exact tax (since in the United States it varies per state / county / city).
Now reading more, the fourth paragraph, it seems like the gateway is doing a pre-authorization. Can you go into the virtual terminal and do the post-auth / sale?
We have been contacted by nab a couple of days ago and they say that because it is an international transaction they have to talk to visa servers which is getting a timeout therefore nab timesout and the payflow gateway shows the "151 unknown error".
They still haven't given us an ETA on a fix for the problem though.
When you go into the virtual terminal, do you see the transaction there?
If First Data had a relationship with both the issuing and acquiring banks, they could potentially authorize / decline the transaction, but that is another thing.
If the server is timing out one would think someone is notified of the failed transaction. Since that money is being held for you (like a pre-authorization) it could come back to possibly cause you more problems. I would make sure you have everything documented and who you spoke with.
