Handling of Processor Network Unavailable Error from Braintree

On December 30, 2019, we made a change to how we handle the Braintree error response "3000 Processor Network Unavailable - try again".

Previously if a subscription encountered this error at renewal, we would mark the subscription as "Pending Renewal" (soft_failure) and send an email asking merchants to check their Braintree portal to determine whether or not a successful payment had occurred.

We now respect Braintree's instructions and automatically try again with no intervention required. This error is usually transient as it means Braintree was not able to communicate with a back-end processor. Because no communication was possible, there is no possibility of a transaction having happened. Usually the transaction will be successful the next time we try.

Update: We are aware that Braintree is sometimes sending the "3000 Processor Network Unavailable - try again" response in cases where the underlying error is something else entirely. In this case, the transaction is never successful, resulting in many retries.

If you have subscriptions in this situation, we advise deleting the card from the subscription and asking the customer to add a new card. With no card on file, the renewal will fail and follow your configured dunning strategy rather than retrying repeatedly.

You can check for subscriptions in the "Pending Renewal" (soft_failure) state by filtering the list of subscriptions in the Admin UI.

If you have any questions or concerns please contact us at support@chargify.com and we’ll be glad to assist.

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