CPM Administration - How do I Handle Payment Sync Failures?

Overview

A payment can succeed on the processor side (Stripe or Usio) and still fail to appear correctly in Business Central. This is almost always one of three things:

1. CPM hasn't pulled the activity yet -or-

2. CPM pulled it but couldn't link it to a customer/invoice -or-

3. It linked but couldn't post it.

This article walks through diagnosing all three, for either processor.

How Payment Sync Works

CPM does not use webhooks. Stripe and Usio never push data into Business Central. All sync is pull-based, from within Business Central:

• Retrieving Activity
  • New customers, payments, and transactions are pulled in either by manually running the retrieval actions on the CPM Payment Platforms page (Retrieve Customers, Retrieve New Payments, Retrieve New Transactions, or Process New Activity to do it all at once), or automatically by the scheduled CPM Default Automation job.
    • If that job isn't running or isn't scheduled often enough, activity simply won't show up until someone runs it manually.
• Usio Settlement Batches
  • Usio has a second, separate pull path for ACH/credit card settlement and ACH returns: daily batches on the CPM Usio Batches page, which move through New > Retrieved > Processed via Get Transactions and Generate Payout Transaction.
  • This can also run unattended on a schedule. Individual real-time invoice/customer payments (a customer paying through a Usio-hosted payment page) don't go through batches; they follow the same retrieval path as Stripe.
• Linking and Posting
  • Once a payment or transaction is in Business Central, CPM tries to link it to a customer/invoice, then post it.
  • Anything it can't fully automate lands on the CPM Transaction Worksheet as Not Linked or Not Posted.

Diagnostic Steps for you to Try

1. Confirm the payment exists on the processor
   1. Check the Stripe Dashboard or Usio portal for the transaction, its amount, and its status. If it's not there or not successful, this isn't a CPM issue.
2. Check whether CPM has pulled it in yet
   1. Look for a matching CPM Payment or CPM Transaction record.
      1. For Usio settlement/returns, check the CPM Usio Batches page (a batch stuck at New or Retrieved hasn't finished processing).
3. Run sync manually
   1. On CPM Payment Platforms, run Process New Activity (or the individual Retrieve actions).
   2. For a stuck Usio batch, run Get Transactions, then Generate Payout Transaction.
4. Check the CPM Transaction Worksheet
   1. This is where anything CPM couldn't fully automate ends up:
      • Not Linked - CPM couldn't match the activity to a Business Central customer or invoice.
      • Not Posted - it's linked, but posting failed (commonly a blank posting account).
      Ribbon actions here:
      1. Set to Default Posting Account, Update Posting Account Type/No., Link to Payment, Post Selected Transactions, Set Posting Not Required (removes a line without posting it — record any offsetting entry manually), and Dimension Override for dimension-blocked lines.
5. Verify the platform connection
   1. Confirm the API credentials on the Payment Platform card are current (Stripe: Stripe API Key; Usio: your Usio API credentials), then run Home > Test Platform Communication.
      1. Note: Stripe and Usio both authenticate with a stored API key/credential set — there's no OAuth "reconnect" step for either.
6. Resolve common posting blocks:
   • Blank Posting Account No.
     • Set it manually on the worksheet line, or use Set to Default Posting Account.
   • Missing customer link
     • CPM couldn't find a Customer Link for the platform customer; link it manually, then use Link to Payment.
   • Apply-to Type of Unknown
     • If this is on the matching payment, set an Applies-to value on the CPM Payment, or post manually.
   • Standard Business Central blocks
     • Blocked customer, inactive G/L account, missing posting setup or insufficient permissions will also stop a line from posting. Note: these are native BC checks, not CPM-specific.
7. Check the CSM API Message log
   1. Search Business Central for CSM API Messages and select the related link
      1. This contains the actual request/response and HTTP status code of the sync call. It is especially useful when nothing obvious shows up on the worksheet.
      2. The CSM Processing Log has per-record detail on the same activity.

Platform Differences

Special Cases

• Partial payments
  • A payment can be Not Applied, Partially Applied, or Fully Applied. If a payment lands but doesn't apply the way you expect, check its Applies-to setup on the CPM Payment/Payment Request rather than assuming the sync failed.
• Invoice showing the wrong status
  • This is usually the platform's Invoice Status Matrix mapping, not a sync failure — see CPM Sales Documents - Invoice Statuses.
• A Usio batch won't delete or reprocess
  • Once a batch reaches Processed, it's locked — that's expected, not an error.

Prevention

• Re-run Home > Test Platform Communication any time processor credentials change.
• Confirm the Default Automation (and, for Usio, batch automation) job queue entries are enabled and running on schedule.
• Clear Transaction Worksheet lines promptly rather than letting them accumulate.
• Reconcile processor totals against Business Central periodically.