One thing that we find very helpful is we added a script that emails the admin the results of every transaction, both succesful and not. We post in this email the communications that come back from the payment gateway, which normally you never see. This is extremely helpful in quickly catching and diagnosing errors or miscommunications between the site and the gateway that otherwise would be very hard to figure out, or sometimes even know about.
Another good thing about this is you will know a customer has an unsuccessful transaction the same time they do and if you wish you can contact them to see if you can help. This often saves sales and customers that you may otherwise unknowingly lose.
The way we have it set up, this can be turned off or on, incase the merchant finds all the emails annoying, but it's a good safety net to have in place if you are having issues like you describe.
I'm not familiar with the code in the cart that you are using, but there is always a point in the gateway transaction flow where you can add in this sort of "listening" system. I'd recommend doing something like this.
Hope this helps.
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Lawrence Cramer - *Adobe Community Professional*
http://www.Cartweaver.com
PHP & ColdFusion Shopping Cart for Adobe Dreamweaver
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