The default in Trackbox when sending a lead is to wait 15 seconds for a response from the brand API. After 15 seconds, which is a very long time for API, it is usually assumed the brand server is experiencing issues and it is best to send the lead elsewhere.
The steps you may take are:
Speak with the brand and ask him to check why it took him more than 15 sec to give us a response. Most often it was a temporary issue with their servers.
If the issue with the brand repeats and you prefer, we can increase the waiting time to more than 15 seconds, for example to 30 seconds. However, it means that the lead will wait longer to register. If you would like that, please make us a ticket with the brand name ask to increase the allowed timeout period.
Ask the brand if the lead was registered on his side. If it was, ask the brand for the customer id of the lead, then go to CRM, search for Lead's email, press 3 dots->Change customer id/change Failure to Lead and insert the customer id you got from the brand then Save.