The payment txns created are getting stuck on status "Payment Complete" and not moving forward. I tried restarting the payment batch processor on the merchant facility but still the status is not getting updated to Matching Complete.
The Payment Txn needs to be set to Receipting Complete for the Batch processor to pickup the transactions and change to Matching complete. There are two workflow rules that set the Payment Txn status from Payment Complete to Receipting Complete based on your Send Receipt options: "Send Receipt Automatic" and "Skip Receipt Automatic". Please check if these workflows are set in your organisation. For your Send Receipt option on the Payment form, this workflow needs to be activated. You can clone and create new workflow based on your requirements. See FAQ 4 I want to send a different email template and receipt for a specific Payment Form/Campaign. How do I do that?