Question:

Q1: What is the inference you get from the logs for each of the above transaction ids, specifically
on all the APIs needed for getting the status of the transaction and their responses?

Ans:

GREY<HIDDEN>4991

The total number of transactions is 2023 out of which for GET we have 55 trades if we segregate on
the bases of Incoming and Outgoing Request then we have seen that all the transactions are
successful and the number of transactions is:

Incoming Request: 37 transactions

Outgoing Request: 18 Transactions

GRSJ<HIDDEN>0355

The total number of transactions is 3015 out of which for GET we have 55 trades if we segregate on
the bases of Incoming and Outgoing Request then we have seen that all the transactions are
successful and the number of transactions is:

Incoming Request: 55 transactions

Outgoing Request: 00 Transactions

GR5O<HIDDEN>6510

The total number of transactions is 2921 out of which for GET we have 56 trades if we segregate on
the bases of Incoming and Outgoing Request then we have seen that all the transactions are
successful and the number of transactions is:

Incoming Request: 56 transactions

Outgoing Request: 00 Transactions

GRIF<HIDDEN>2145

The total number of transactions is 2264 out of which for GET we have 43 trades if we segregate on
the bases of Incoming and Outgoing Request then we have seen that all the transactions are
successful and the number of transactions is:
Incoming Request: 43 transactions

Outgoing Request: 00 Transactions

So, by seeing these patterns we get to know that three transaction, in GREY<HIDDEN>4991 the
transaction communication between merchant and customer was good and incoming and outgoing.
But in other two transaction we have seen that we have only incoming request through API.

1.2. As this an issue with Gateway or Juspay or both. Explain your answer?

Ans:

We have seen in two transaction that is GRSJ<HIDDEN>0355 and GR5O<HIDDEN>6510, there are no
API request going to gateways. So, the transaction getting failed.

2.1 What according to you will be the experience of the customer in this case? Have you faced a
similar issue?

Ans:

By looking into dataset, we saw that lot of merchant are facing this issue on continue base so it
impacts on their sales because customer have bad impression on that merchants to overcome with
this problem we can give as best suggest to choose different gateway.

Yes, once I have faced these same issues while having a Payment on Zomato.

2.2. What are the different reasons why Juspay will get to know the success status of the
transaction from the gateway very late?

Ans:

As Juspay is big origination having multiple merchant and accessing data through multiple APIs so it
may delay in the data to come to database. While having a truncation with different platforms there
may be delay in getting transaction success/failure. So this may be a reason to have late entries in
database.

2.3. How will you immediately fix the issue and what will be your immediate response to the
merchant. Draft an email to the merchant?

Ans: Dear User,

I hope you are well and reading my email. I'm writing to let you know that we are working right now
to fix the problem you just encountered. We sincerely apologise for any trouble we may have caused
and value your pleasure above anything else.
Our team has already started taking the required action to resolve the issue and stop it from
happening again after learning about the issue. We recognise the urgency and are determined to
quickly resolve the issue. Our devoted support staff is actively looking into the problem's core cause
and putting the necessary remedies in place.

We appreciate your understanding and patience while we strive to remedy this issue, and please
know that we value your comments. Your feedback is extremely helpful to us in enhancing our
offerings, and we will take your concerns into consideration to avoid reoccurring problems.

We sincerely regret any difficulty this has caused you once more. We're still committed to giving you
the best service we can, and we'll keep you informed of our progress. Please don't hesitate to
contact our support staff if you have any more queries or worries.

Thank you for your understanding and continued support.

Sincerely,

Rahul Vaidya

Business analysts

3.1.1 Is the issue only 4 ids shared by the merchant? If not, how many more transactions,
merchants got impacted?
Ans:

By going through the data, we have seen that if transaction period is same for multiple users then it
may affect other users to have successful transaction. But if there is any gap between transaction
then it will not affect any issue to other users.

3.1.2 Is this an issue happening all the time or on specific time intervals? What are the time
intervals that have this issue with high severity?
Ans:

This issue is happening some interval of time. We have observed that this interval occurs for 2 hours
in respective days.

We have observed that most of time down serves happen at midnight.

3.1.3 Is this an issue only for one merchant or for all merchants using the gateway?
Ans:

This is issue with multiple merchant. We look into database that merchant getting this issue while
selecting the gateway. So, to solve this issue we should always recommend best payment gateway.

3.1.4 How do we prevent such issues from happening in the future? What should Juspay do,
Gateways do and Merchants do?
Ans:
Juspay:

To Prevent from these issues, we can see the previous bug data’s where we was seen the down falls
and other issues. And with discussion about the issues, we can find the solution like to

• To Update the Gateway on some interval of time.

• Proper reach out option should be there for user.

• Proper Security need to be given while making a payment.

Payment Gateway:

1. Strong Infrastructure: To guarantee continuous payment processing, continually spend in creating

and maintaining a secure and dependable infrastructure.

2. Conduct rigorous security audits and testing on a regular basis to spot vulnerabilities and resolve
them quickly.

3. Industry Standards Compliance: To safeguard sensitive client data, follow rules and regulations
including the Payment Card Industry Data Security Standard (PCI DSS).

4.Monitoring and alarm Systems: Implement monitoring and alarm systems in real-time to spot any
anomalies or suspicious activity, enabling quick action to reduce possible hazards.

Merchant:

1. Pick Reputable Payment Gateways: Pick payment gateways with a solid reputation for security
and dependability.

2. Secure Website Infrastructure: To secure client information, put in place the required security
safeguards including firewalls, SSL certificates, and recurring vulnerability checks.

3. Compliance with Security requirements: To guarantee the secure processing of client data, adhere
to the security requirements issued by the payment gateway and regulatory agencies.

4. Regular Updates and Patching: To address any known vulnerabilities, keep all software, including
e-commerce platforms and plugins, up to speed with the most recent security patches.

5. Employee Education: Inform staff members about the best ways to handle confidential customer
information, including avoiding phishing schemes and creating strong passwords.

6. Communication with the consumer should be open and honest in order to handle any issues
quickly and uphold confidence.

Thank you. - Looking forward to hear from you.