Reviewing and Processing Failed and Declined Credit Card Charges

Use the Credit Card Payment Review Queue to view all failed, declined, and authorized credit card charges. The system places any transactions that failed due to communication-type errors or were declined due to a problem with the card in this queue for your review.

Note: The system validates the account ID on the credit card with the account ID on the payment branch. If these do not match, the system will not complete the transaction.

Use the information in this queue to help you with re-charges for failed or declined transactions, or to call the customer to get a different credit card number.

Use the information in the queue to help research why transactions failed or declined. For some declines, you might need to contact the customer for new or updated card information to reprocess the transaction.

To review and process failed and declined credit card charges:

From the A/R menu, select Credit Card Payment Review Queue to display the Credit Card Payment Review Queue window.
In the Branch field, enter the branch, branches, or territories for which you want review credit card transactions.
In the Statusfield, select Failed to review only those transactions that failed due to a communication error, or Declined to view only the transactions where payment was declined on the entered and click Update.

Review the information about why the transaction failed or was declined by selecting the transaction and review the Authorization Message at the bottom of the list of transactions.

For example, you might find that a transaction failed due to a communication error, or was declined because the card is expired. Having this information helps you make decisions about the actions to take regarding the transaction.

Do one of the following to approve or remove transactions in the queue:

To...	Do this...
enter new or update card information, such as updating the expiration date entered for the card	Select the transaction and select Inquiry > Edit Order to display the sales order. Go to the Totals tab and enter the updated card information. You must have the SOE.OPEN.ORDER.EDIT and the SOE.ALLOWED authorization keys assigned to edit an open sales order.
to reprocess selected transactions	Select the Approve check box for the transaction that you want to reprocess, and select Approve > Approve Item to process a single transaction or Approve > Approve AllSelectedItems to process all the transactions with the Approve check box selected.
approve all declined transactions	From the Approve menu, select ApproveAll Declined to reprocess all transactions with a status of Declined. Use this option if you have researched the declines and updated the credit card information as necessary for all the cards in the queue.
delete transactions from the queue	Select the transactions you want to remove from the queue and use the select File > DeleteItem to delete a single item or File > Delete All Selected Items to delete all the items selected in the queue. Credit card payments are not processed for transactions that you remove from the queue. Remove an item from the queue if the payment was processed using a different method, such as by cash or check or you have settled the credit card payment and do not need to reprocess the transaction.
delete all transactions from the queue	Use the select File > Delete All Items to delete all the items in the queue. Credit card payments are not processed for transactions that you remove from the queue. For example, use this option if you are reviewing Failed transactions that you have settled and do not need to reprocess.