Troubleshooting Smart Routing Rules

Smart Routing rules are a critical part of managing your transactions. Smart Routing ensures that transactions are directed appropriately based on desired criteria. However, when you create or edit these rules, they may not take effect immediately due to caching mechanisms.

Understanding Cache

When you make changes to routing rules, they are not instantly applied due to the caching behaviour of our gateway. The cache has a duration of up to 10 minutes. After you create or edit a routing rule, it can take up to 10 minutes for the changes to be considered active.

Common Issues and Troubleshooting Steps

1. Changes Not Taking Effect

Symptom: You have created or edited a routing rule, but transactions are not being routed as expected.

Possible Causes:

• Cache has not expired yet.
• Incorrect rule configuration.
• Overlapping rules causing conflicts.

Troubleshooting Steps:

• Wait for Cache Expiry: Ensure that you wait at least 10 minutes after making changes to the routing rules. The cache needs this time to refresh and apply the new rules.
• Verify Rule Configuration: Double-check the configuration of your routing rules.
• Check for Overlapping Rules: Review all routing rules to ensure there are no conflicts that might cause unintended behaviour. 

2. Unexpected Routing

Symptom: Transactions are routed incorrectly, not following the intended routing rules.

Possible Causes:

• Incorrectly specified criteria in routing rules.
• Inheritance of default rules overriding custom rules.

Troubleshooting Steps:

• Review Routing Criteria: Confirm that the criteria for each routing rule are correctly defined.
• Check Priority Rules: Examine your priority routing that might overwrite custom routing rules.

If you continue to experience issues, do not hesitate to reach out to our BR-DGE Customer Support team for help. Provide us with the explanation of the routing rules you are using and the behaviour, so we can help diagnose and resolve the issue.