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15. Support & Escalation Guide

This section explains how merchants should approach support, what information to share, and how SADAD handles investigations related to Web Checkout 2.1.

Following this guide helps:

  • Faster issue resolution
  • Reduced back-and-forth
  • Accurate root-cause analysis

When Should Merchants Contact Support?​

Merchants should contact SADAD Support when:

  • Transactions show unexpected behavior
  • Status remains In Progress beyond the reconciliation window
  • Repeated failures occur for multiple customers
  • Callback or webhook is not being received
  • Signature verification fails despite correct implementation

Information to Share with Support​

When raising a support request, always include:

Required DetailDescription
Merchant ID (MID)Your SADAD Merchant ID
Order IDYour internal order reference
SADAD Transaction NumberReturned in callback/webhook
EnvironmentTest or Live
Date & TimeApproximate transaction time
Issue DescriptionWhat is observed vs expected
Screenshots / LogsIf applicable

Providing complete details allows faster investigation.

Common Issues & Initial Checks​

Callback Not Received​

  • Verify callback URL is publicly accessible
  • Confirm HTTPS is enabled
  • Check server firewall or WAF rules
  • Ensure callback endpoint returns HTTP 200

Webhook Not Received​

  • Confirm webhook URL is configured correctly in merchant panel
  • Ensure webhook endpoint accepts JSON POST
  • Verify server returns HTTP 200 with body { "status": "success" }

Signature Verification Fails​

  • Confirm correct Secret Key (Test vs Live)
  • Ensure parameters are sorted alphabetically by key
  • Exclude checksumhash from verification
  • Do not URL-decode values before hashing

Understanding Issuer-Side Declines​

Some transaction failures are decided by issuing banks or wallets. In such cases:

  • SADAD does not receive detailed decline reasoning
  • Exact messages may vary by bank
  • Merchants should advise customers to contact their bank

Investigation & Resolution Timeline​

Typical handling timeline:

Issue TypeExpected Time
Configuration issuesSame business day
Callback / webhook issues1–2 business days
Issuer decline analysisDepends on bank response
Reconciliation queriesAfter settlement confirmation

Best Practices to Reduce Support Tickets​

  • Implement both callback and webhook
  • Log all incoming payloads server-side
  • Use transaction_status as final authority
  • Reconcile pending transactions daily
  • Avoid client-side decision making

Contacting SADAD Support​

For any unresolved issues, contact:

📧 Contact SADAD Support

SADAD Support is committed to assisting merchants while adhering to payment security, compliance, and issuer regulations.