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GlobalPayments not receiving Quote ID?

Talon H. shared this problem ago

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My transaction reports from GlobalPayments have started to lack Quote ID numbers just recently (on 6/2). It's not 100% missing, just 75% of the time.

Transactions in IO missing lead # (Purchase ID) in GP:

Lead 66290673 is missing from transaction 000000002036.

Lead 66269747 is missing from transaction 000000002037.

Lead 66911959 is missing from transactions 99361841 and 8773606.

Lead 66923845 is missing from transaction 699752827.

Lead 66964397 is missing from transaction 796034059.

Meanwhile, I do have leads 66003575, 66379889, and 66480623 on their respective payments.

(This happened to me a year ago as well if I remember right (as well as having incorrect lead ID's come through, like 000001732 on a transaction for lead 56455939), but it fixed itself before I got around to posting here. )

I've also been frustrated that Ref # in IO get pushed to QBO but they don't show up anywhere in GP reports. Now that the GP reports don't include the cardholder's name, it'd be great to have something cohesive for the Ref # across the three platforms so there is a backup for when the Quote ID doesn't get through.

The same problem

Best Answer

Gabrielle P. ● 39 days ago

We have our developers looking into this further and will advise when we have an update.

Thanks!

Comments (1)

Gabrielle P. ● 39 days ago ●

We have our developers looking into this further and will advise when we have an update.

Thanks!

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Talon H. ● 24 days ago

Thanks. Looking forward to it.

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Gabrielle P. ● 18 days ago

Developers reviewed the payment paths and confirmed IO is still sending the Lead ID to Global where they allow it.

For customer-initiated online payments, Global uses a legacy flow that sends the Lead ID in both the Invoice Number and PO Number fields. If those columns are available in your Global report, either one should be usable to find the IO Lead ID.

For admin-initiated payments entered from inside IO (Leads Page), Global uses a newer flow That flow does not accept a PO Number field for these payments; when we tested it, Global rejected the transaction request. For admin-entered payments, the Lead ID is therefore sent only as the Invoice Number.

The QBO Ref # is separate. IO uses the unique payment/transaction ID returned by Global as the payment Ref #, because that is the best cross-system identifier for matching the same payment between IO, Global, and QBO. The Lead ID identifies the job/quote; the Ref # identifies the specific payment.

So the expected reconciliation fields are:

IO Lead ID in GlobalPayments: use Invoice Number; for customer online payments, PO Number may also contain it.
IO/QBO payment Ref #: this is the Global payment/transaction ID.
Admin-entered Global payments: use Invoice Number, not PO Number.

If Global reports recently stopped showing those values for customer online payments, that appears to be on the Global reporting/export side rather than IO not sending them.

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Talon H. ● 9 days ago

Global has adopted a new platform for reporting that has changed all sorts of stuff. They no longer use OpenEdge and now use a native GlobalPay site for generating reports. Among the changes is that Invoice Number is not an available field in those reports, nor is PO Number. I've been using "Purchase ID".

Case Number, Unique Reference Number, and Retrieval Reference Number are available, but are all empty.

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Gabrielle P. ● 2 days ago

We reviewed the specific payments reported. Global’s own documentation identifies “Purchase ID” as the new reporting/search field for invoice numbers, so Purchase ID is the correct field to use for the IO Lead ID.

We also confirmed that IO supplies the Lead ID to Global:

Admin-entered payments send the Lead ID as the Invoice Number.
Customer online payments send the Lead ID as both the Invoice Number and Purchase Order Number.

Importantly, several payments where Purchase ID was present and several where it was missing traveled through the same customer-payment integration. That means the missing values cannot be explained simply by the payment being entered by an administrator versus paid online.

We are escalating the examples to Global Payments because their new reporting platform appears to be inconsistently carrying the supplied invoice information into the Purchase ID field.

The other available columns do not appear to be direct replacements:

“Case Number” is associated with disputes.
“Retrieval Reference Number” is generated by the payment network.
We are asking Global whether their “Unique Reference Number” can be populated using an additional merchant-supplied transaction reference.

For now, please continue using Purchase ID for the Lead ID when it is populated. We will follow up after Global confirms why the supplied values are missing and whether they support another reportable reference field.

If you notice another missing Purchase ID on a newly processed payment, please send us the Global transaction number and Lead ID so we can add it to the investigation.

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