Odoo 13 Ubuntu 16 AWS

We have been having inconsistent issues with customers’ processing their Credit cards / Sales order Confirmation. Many times, when customer enters a new card in the Odoo Portal to process their cart, Authorize.net will Authenticate the card by creating a void transaction (which I can see in Auth.net portal) and a token will be generated in Odoo.

In the chatter of the sales quote, the following notification is displayed: A transaction S49517-4 with Authorize.Net initiated using XXXXXXXXXXX1006 credit card. Waiting for payment confirmation.

The sales order will not be confirmed and eventually another notification will be posted to the sales order reading: The transaction S49517-4 with Authorize.Net for $ 85.96 has been cancelled with the following message: The transaction was unsuccessful.

From the customer’s standpoint, the order does not go through, and we will have them enter as a Net Terms or they will call the sales rep and the rep will confirm it.

After the order has shipped/ invoiced, if we try to register the payment using the automatic option from the invoice which uses the token, the payment may or may not go though (about 30 percent of the time it won’t go through). In the case of it not going through, it displays, the following message appears in the invoice chatter: The transaction INV/2023/10361-1 with Authorize.Net for $ 85.96 has been cancelled with the following message: The transaction was unsuccessful.

 If I use the Authorize.net portal I am then able to process the card saved immediately.  I can then manually register the payment in Odoo.

If I can register the payment using the ‘automatic’ option by selecting a card token, it may take up to 20 minutes to get a response from Authorize.net.

When using the token to register the payment on the invoice, if it’s not going to go through the message is immediate. If it says it’s waiting on confirmation, the payment will usually go through, but it will take a long time.

I can’t seem to replicate the issue as we have many orders that process without any issues from the customer entering the payment to the payment being applied to the invoice seamlessly.

I have not been able to find much regarding the issue other than to validate the confirmation/ replay response Address in the Authorize.net merchant settings. I know this cannot be the issue since we have many cards that go through.  

Authorize.net does process the payment in their portal, but there seems to be a delay in the communication through the API calls to Odoo. Authorize.net has been more than helpful and the issue is not on that end. Since we are on version 13, Odoo said they would not support this version. We do hope to move to 16 in odoo.sh but in the meantime this is really causing a lot of frustration with the customers and sales reps. I could really use some direction in how I could better troubleshoot to isolate the issue.

Thanks for any guidance in advance!