Using Monitors to identify processor issues when fallbacks are configured

Primer ensures seamless payment processing for merchants, automatically retrying payments with a fallback processor in the event of a declined or failed payment. However, merchants may still want to stay informed when fallbacks are used, especially if they may be charged for the initial attempt by the processor experiencing the issue. With monitors, you can keep a close eye on your fallback usage and promptly identify any issues or misconfigurations, even if the payment ultimately succeeds. Here's how you can set up monitors to achieve this:

Setting Up a Monitor

1. 1
   Create a new monitor: Click “add new monitor” on the Monitors page, and choose the “static” type.
2. 2
   Select the Metric: Choose the metric "Fallback Count." This metric tracks the number of payments that fall back to an alternative processor.
3. 3
   Define a Threshold: Set a defined threshold for the number of fallback payments within a specified window. This threshold serves as your trigger point for monitoring fallback usage.

Notification Preferences

• Slack
• Email
• Webhook

Speak to your CSM or reach out to support to configure these channels. Notifications are also delivered in the Primer dashboard.

Taking Action

1. 1
   Identify outages or misconfigurations: When you receive a notification, it's an indicator that fallbacks are being used more frequently, suggesting a potential outage or misconfiguration. Check your Recovered Sales dashboard to identify which processor is the cause of the increased number of fallbacks.
2. 2
   Contact the Processor: With this information at hand, you can proactively contact the processor to understand where the issue is occurring. This ensures that you do not get charged for failed payments moving forward.
3. 3
   Switch Processors: If you're particularly concerned about costs, consider temporarily swapping the fallback and primary processors in your workflows until the outage has passed. This can minimize the impact of any charges associated with the initial attempt.

By setting up monitors in this manner, you can maintain control over your payment processes and swiftly respond to any processor issues, ensuring smooth and cost-effective operations. Primer empowers you with the insights and tools to manage your payments with confidence.