Why is this happening?
There are a few reasons why you may be experiencing this issue including internet instability, power surge, or a time out from the device. The ticket may still show as still Open in the software, but will show as a pending charge to your client's bank account. Rest assured, the transaction is most likely still Authorized, and can be recovered.
How to Resolve
You can log into your Merchant Portal in CardPointe to capture or void the transaction. Then, complete the transaction within DaySmart to close the ticket..
Authorized charges will appear as pending in your client's bank account until the transaction is resolved. If no action is taken within 3-5 days, the transaction will disappear from both your and your client's account. It's best to act quickly to ensure the payment is processed. |
Step 1 - Find the Authorized Transaction in CardPointe
Log into your CardPointe account
Go to the Reporting tab, then Transactions
To narrow your search of the transaction, you can also use the search bar at the top right if you have the transaction #, client name, card information, etc.
The transaction should show as Authorized, which means the credit card authorization request was processed, but the card was not charged fully
Step 2 - Resolve the Authorized Transaction
If there is only one authorized transaction for the client and the amount is correct
Click on that transaction # on the far left of the Transactions list
From the Transaction Detail page, click Capture.
If there is only one authorized transaction for the client and the amount is incorrect due to the tip amount missing (two options)
To skip capturing the tip
Click on that transaction # on the far left of the Transactions list
From the Transaction Detail page, click Capture.
To capture the tip (this will require you to process the transaction again in the software)
Click on that transaction # on the far left of the Transactions list
From the Transaction Detail page, click Void
If the ticket still shows "Open" in the software, return to DaySmart and close the ticket as you normally would. Because the original transaction was voided, your client will not be double charged.
If the authorized transaction is just a duplicate and you have already processed the card successfully
Click on that transaction # on the far left of the Transactions list
From the Transaction Detail page, click Void
If the authorized transaction showing in your client's bank account for 3-5 days is not a concern
No further action is needed, as it will disappear soon.
Step 3 - Close the Open Ticket Within the Software
Proceed with checkout for the ticket in question
Select Proceed to Payments
From the Add Payment screen, select Custom.
It's important to note that you DO NOT want to use the Credit option if the transaction has been Captured. Doing so will charge the client twice
Select the type of card used from the drop down menu, then click on Add Payment
Once you have selected the payment type and confirmed the amount to be paid. You can select Close Ticket.