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titleDescription of Issue

  • There are transactions with pending payment that would not go through.

  • We were not able to close today's batch.

  • When trying to Finalize and close out a batch an error occurs.

  • Unable to void credit card duplicate 

  • Duplicate Credit Card Transaction in Cashiering

  • Transaction failed in external system and is Pending. No message given.

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titleContext

  • Cashiering

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titleCause

See detailed logs from the time of the transaction for the specific cause of the failed payment. The resolutions below address three possible sets of circumstances.

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titleResolution

If the transaction is not reflected in your credit card processor or external system:

  1. Click the ellipse on the batch and go to Virtual Tape.

  2. Locate the transaction with the error icon/pink highlight.

  3. Click the ellipse next to the transaction and select Resubmit.

If the transaction is reflected in your credit card processor, but not in your external system: 

Retake the transaction using a tender type that does not have Real Time Authorization enabled. We do not recommend turning off Real Time Authorization in your credit card tender settings, even temporarily, as any transaction taken while it's off will not charge citizens. 

For instructions on setting up a Credit Card Corrections Tender Type, see: The entire receipt associated to this tender must be re-entered using a substitute credit card tender type

If the transaction is reflected in your processor and external system, but there's still an error:

  1. Click the ellipse on the batch and go to Virtual Tape.

  2. Select the affected transaction by clicking the checkbox.

  3. Go to the Tenders tab in the right-hand window.

  4. Click the ellipse next to the transaction and select Resolve.

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titleAdditional Information

The Resubmit function will attempt to call to the external system again to create a record for the transaction. If the original cause of the error that sent the transaction to pending has not been addressed, resubmitting the transaction may fail with the same error. 

Resolve, by contrast, does not communicate to the external system. It is a way to mark a transaction as receipted/voided so that the batch can close normally. Typically, Resolve should not be used if the transaction is not reflected in the external system, or it should be used with the understanding that any transaction that is Resolved must be entered manually into the external system. 

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