Resolution

From the Cashiering Home screen, click the ellipse on the batch
Select Virtual Tape
Find the payment in the Virtual tape and click the ellipse on the payment
Click View details
Review the Payment Summary section
1. If there are no values next to External batch number and External payment reference, the payment or void likely did not make it to the external system (ie. EERP, EPL).

Sometimes Cashiering payments do successfully make it to the external system, but the connection timed out before the external batch information was able to be obtained in Cashiering. It is recommended that the corresponding batch be reviewed in the external system to fully confirm if the payment is present in addition to reviewing the Payment Summary information in Cashiering.

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