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Service Charges Error "Invalid payment instrument assignment" when using credit card and submitting Charges to Order Management (Doc ID 1900848.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

On 12.1.3 -

After applying the following patches to incorporate new Credit Card functionality:

   . Patch 16365894:R12.CS.B - 12.1.3:BUG FIXES FOR CS: MAR'13.
   . Pre-Requisites:
        a. 16309713:R12.ASO.B - CREDIT CARDS FROM SERVICE CHARGE LINES CAUSE AUTH FOR EVERY LINE WHEN HITTING OM
        b. 16309734:R12.ONT.B - THIS PATCH RESOLVES THE ISSUES RELATED TO UPDATE OF HEADER LEVEL PAYMENT(S)

Unable to get a credit card to go through in either service or OM without getting an 'invalid payment instrument' message.

ERROR
------------
Invalid payment instrument assignment.

STEPS
------------
(R) Order Management
   Create Credit Card on the customer account via Order Organizer.
or
(R) Service
   Create a Credit Card on the Create Service Request form Contacts/Addresses tab, or Charges tab

Navigation#1:
(R) Service

 - SR Form > Create an SR
 - Create Charges lines directly on the Charges tab
 -  Add credit card information to the Charges lines using  same CC used for Sales Order created directly in OM (where there is no problem)
 - Charges tab: Click on SUBMIT button.
 - Reported error occurs

Navigation#2:
(R) Service

 - SR Form > Tasks tab
 - Create Task
 - Debrief (2 Labor, 1 Expense)
 - Autogenerate Charges
 - Same CC used for Sales Order created in OM (where there is no problem)
 - Charges tab: Click on SUBMIT button.
 - Reported error occurs.

  => Error: "Transaction completed successfully."   <   Click OK and get the following window:
  => Error: "Invalid payment instrument assignment."

Cause

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In this Document
Symptoms
Cause
Solution
References


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