SOP AMU-064 · Part 4
Payment Gateway Failure
Symptoms, the payment incident flow and the never-double-charge rule.
Symptoms
- Customer charged but no order
- Payment declined incorrectly
- Duplicate charge
- Gateway unavailable
- Payment confirmation delay
Procedure
Customer reports issue
Check AMU order system
Check payment dashboard
Confirm whether funds were captured
Create payment incident
Do not charge customer twice
Resolve order or arrange refund
Notify customer
Investigate repeated gateway failures