If you attempt to complete a purchase during a test cycle but the transaction cannot be completed, either due to a blocking issue with no available workaround or a problem with the payment, it is considered a Failed Transaction.
A Failed Purchase Report is a dedicated report type for active payment testing, designed for reporting these failed transactions with its own custom payout.
This means that if you are participating in a Real Payment test and the transaction fails at any step of the order process, you must submit a Failed Purchase Report.
⚠️ Please ensure that you only attempt to complete the order if you have previously reserved a task.
To submit the Failed Purchase Report, proceed as follows:
Ensure that you have an active Test Session.
Ensure that you have previously reserved a task.
Press the Submit Report button in the bottom action bar of the Test Cycle.
Select the feature for which you are reporting a bug, then under the Report type select Failed Purchase Reports and click on the Go to external report page button.
You will land on the Test IO Issuing platform, where you will need to fill in the Transaction and Issue details.
Transaction details
In this part of the report, you will need to provide information on:
Payment method: Select the payment method you used to complete the transaction.
Card last 4 digits: In case a Card was used for payment, please add the last 4 digits of the card that you have used.
Payment processor: Add the name of the payment processor related to the payment method selected previously. For example, if you used a Mastercard Debit Card to complete the transaction, the payment method is "Debit Card", and the processor is "Mastercard". Adding the name of the bank that issued the card is also relevant for some customers.
Amount: Please select the currency from the dropdown, and in the input field, add the value.
Purchase date: Select the date that you completed the order.
Order confirmation number: Add any order ID or confirmation number you got when completing the purchase.
Purchased item: Describe the item purchased, whether it is a regular item or a subscription product.
Were you charged for this transaction? If Yes is selected, an additional Tester comment field will be displayed. Please include relevant details, such as the charged amount or whether the order was automatically canceled after being charged, etc. In general, feel free to include as much information as possible to help the customer better understand the report.
Issue details
Here, you will need to fill in additional information about the issue itself:
Where did the issue occur? Please specify here from the dropdown menu whether it was:
Before the payment screen: When the issue occurred in the early process of the order process, such as entering shipping information data.
While entering required purchase information: For example, if the bug occurred while you were entering your Card details, selecting PayPal, etc.
Before payment submission: If you entered the payment details, but before clicking on the final button to trigger the payment process, the issue occurred.
During payment processing: You triggered the payment process, but the transaction failed during processing.
After purchase completion (post-purchse): Use it if the transaction itself seemed correct and you got a successful message, but for example, your order is not showing up in the orders page, and you were not charged. Or your transaction went through, but after 2 minutes, it was automatically cancelled without any reason. In general, select this reason for issues found post-purchase.
Not sure: Select this if you are unsure where the issue exactly occurred.
Steps: Describe in detail how you reached the issue. Be precise, and mention every action that you made during your journey - for example, start describing what you did after opening the website, to which product detail page you went, in what quantity the product was added to the cart, whether any coupon was applied, the shipping address used, etc. Basically, everything needed for the successful reproduction of the issue.
Actual result: Here, please describe when the issue occurred, and what exactly happened. For example, include error messages, reference numbers, and any other details that are important for the issue itself.
Additional information: This is an optional field, and here you can include any additional observations that you noticed.
Device used: Select the device that you have used during the process. Keep in mind that the devices shown in this section are taken from your Tester Profile Devices page, so ensure that your devices are up-to-date before submitting the report.
Attachments: Please provide an attachment regarding the issue. A screencast would be nice to have when an issue is found. We advise always to start recording the order process from the very beginning till the end, so that everything is caught in an attachment. Do not forget to blur any PII on the attachments. You can check some of the free editing tools in our Screencasts article. We recommend that your attachment always follow our Attachment rules.
After you provide all of the required details, you can submit the report by clicking on the Create report button in the bottom action bar.
Before filling in the Failed Purchase Report, we recommend reading our Bug Report Requirements and Bug Report Attachment rules.