Hi Everyone, we moved from a Cybersource legacy payment profile to the latest Cybersource SuiteApp payment profile. Since the switch, we’ve seen a problem with some of the SCA web orders. The orders are being created in NetSuite then immediately canceled. The web users are receiving the cancel email before they receive the order confirmation, so it’s causing confusion. The error in NetSuite from Cybersource is a general error. You have to go to Cybersource to find out the real cause of the error, which is usually a payment denied or similar user error. The Legacy profile would have returned an error when a user submitted the order on the website. Support cases have been filed with both Cybersource and NetSuite. After some troubleshooting, both Cybersource and NetSuite closed the case and said it was the other company’s problem. Has anyone else seen issues like this with the Cybersource SuiteApp and SuiteCommerce websites? The SCA website version is Kilimanjaro. The Cybersource SuiteApp version is 24.3.0. Cybersource Decision Manager is used. Please let me know if you’ve seen issues like this and if so, have you been able to resolve them. Thanks

I'm still on Legacy Payment and dreading the swap to the SuiteApp version. But I am curious if you resolved your issue? If not -- Does your CyberSource have the Decision Maker / Fraud Services activated in your account? I know there are settings in there to essentially "reject" orders for surpassing a certain risk/fraud profile. In my CyberSource Legacy payment environment, if an order has a high fraud likelihood score, it will essentially reject the order. The order gets written to NetSuite, but be still born -- already canceled. It actually works well in our current setup (another reason I don't want to start over with the newer SuiteApp version). It actually prevents card testing, which was becoming a common issue/problem for us. I hope you figured this out. I would love any tips or input on how to (and how not to) handle the conversion from Legacy to SuiteApp. I have until 2/27/2025 to make the change. Gulp.

Hi @Dan Curtis , unfortunately no. It’s deadlocked. Neither NetSuite or Cybersource is willing to investigate this issue. 😞 Yes. Decision Manager is being used. The “Decision Manager Reject” setting in both the legacy and SuiteApp profiles is set to “External Fraud Reject Hold Only”.

Ooof. You're in (Spider Man finger pointing meme) hell.....

We tried to make the switch around January 2023. If my memory is correct, we tried to squash the warts with more scripting. We spent a month chasing our tails but the juice was not worth the squeeze. We abandoned the project.

Mike, did you transition to another credit card processor? The Legacy CyberSource integration will (abruptly) stop working once your API key expires. The deadline to generate new keys was Feb 28, 2024, which means the latest anyone has is Feb 28, 2025. If you're still using Legacy Payment, you should check your key expiration in CyberSource....

@Dan Curtis we renewed the p12 just before the change that required a password so our p12 expires early 2026

😲 Mind blown. I thought it was a 12 month key.... Just found out I have until 2/27/2026. Amazing! I'm glad you mentioned that.

Thanks for the nudge, gents. I'm checking with my team, now.