Incident: Total Due not showing line items total, displaying $0 instead which prevented merchants from completing payments.
Priority: P3
Affected Services:
A change was implemented to support partial payments for line-items and payment-amount-selection. This inadvertently caused an issue where the total payment amount would be set to $0 even when the line items were of a higher value, disabling the payment functionality on the UI. As a result, merchants were unable to process payments when using line-items.
The incident caused disruptions for merchants relying on the “line-items” feature, preventing them from processing payments. Affected customers opened multiple support tickets regarding their inability to process payments, all of which were resolved promptly.
The payment action amount was unexpectedly allowed to be set to $0, which was not accounted for in the design or testing. Insufficient test coverage contributed to the issue being missed before the release.
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Actions
After a full review of this incident the Authvia development team has introduced new testing parameters to capture the issues involved in this incident.