The entire receipt associated to this tender must be re-entered using a substitute credit card tender type

Owned by Knowledge Assistant
Last updated: Nov 17, 2023
2 min read
Description of Issue

When processing a credit card transaction, Cashiering generates the error: An error with the credit card tender transaction for card xxxx has happened. The entire receipt associated to this tender must be re-entered using a substitute credit card tender type.

Context
  • Cashiering
  • Payments
  • OpenEdge
  • Bridgepay
  • Credit Card
Cause

This is a new message added to the program to help mitigate instances of dropped payment transactions. In these instances, the transaction reached the credit card processor successfully and charged the citizen, but the transaction either was not sent back to Cashiering or Cashiering had trouble receiving it.

Resolution

Use a Credit Card Corrections tender to reprocess the payment in Cashiering. The message implies that the payment is already logged in the credit card processor.

To make a Credit Card Corrections tender type:

  1. Navigate to Administration > Tender Types
  2. Click the + button to add a new Tender.
  3. Set Type to Credit Card and set to Active.
  4. Name and Description should be CC Correct or Credit Card Corrections.
  5. In the Advanced tab, do not select your processor. Real Time Authorization should remain Off.
  6. Set Access to all Payment Types and Users.
  7. Adjust any other settings as desired and Save.
Additional Information

Three other potential solutions to mitigating this issue have been to update the firmware on the credit card device to the latest available version, as well as improving performance for the Cashiering program. To improve program performance:

  1. Navigate to Administration > Settings.
  2. In the General tab, set Log Level to Error.
  3. Configure Maintain logs for and Clear logs at as desired.
  4. Enable Purge Read Alerts.
    1. Note: Settings for read and unread alerts are available in the program beginning in version 2021.8.
  5. Configure Maintain alerts for and Clear alerts at as desired.
  6. Enable Purge Unread Alerts.
  7. Configure Maintain alerts for and Clear alerts at as desired.
  8. Save.

If your site use Tyler Payments, it is recommended that Cashiering is upgraded to version 2021.11.1 or higher. Note that the Hardware Console must be upgraded in tandem with any Cashiering upgrade.
Cashiering Hardware Console Self Update