PGW error occured, unspecified, Contact Nets

In some cases you can experience problems with capture or refund for a transactions and this will result in a "Capture failed" status.

If you get this error, when you are trying to capture, this may be due to the reservation of the transaction amount is expired. In most cases though it is because of a communications error with the acquirer Nets. The amount is actually captured, but Nets does not return an answer to Quickpay.

If you experience this, it may be useful to wait a couple days and observe whether you actually receive the transaction amount. Failing this, you need to consult the Nets for a clarification.

If and when you have confirmed that payment has been closed, you can find the transaction by Search in the manager and click on the icon (two green twisted arrows) to the right to change the status to captured.

If you get this error when you are trying to refund, you will have to contact Nets and ask them to perform a manuel refund for you. When this is completed, you can contact us and ask us to change the status to Refunded.

When contacting Nets about a transaction, they can only search on amount, date and time for the action you are having trouble with or question about. Sometimes it is easier to give them amount, date and time for the initial authorize and search for the error from that point. The information you need is found in the details for transaction in the Quickpay-manager.

You will have to call Nets and give them the information by phone.

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