If you are encountering a missed payment, take a moment to check if the payment has become stuck in the authorization process.
The ticket may still be displayed as open in Daysmart software and show as a pending charge on your client's bank account.
Why is this happening?
When a transaction is authorized, it indicates that the card has been verified and is capable of processing payments; however, the funds have not yet been collected.
This status is commonly seen with online booking clients, as the system authorizes the card prior to finalizing any payments. Other factors that may contribute to this status include internet instability, power surges, or device timeouts.
Authorized charges will appear as pending in the client's bank account. If there is no follow-up action taken within 3 to 5 days, the transaction may vanish from the client's account. Therefore, it's best to act quickly to ensure the payment is processed.
Step 1: Conform and Resolve
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.
Log in to your CardPointe account
Go to the Reporting tab, then Transactions
To narrow your search for the transaction, you can also use the search bar at the top right if you have the transaction #, client name, card information, etc. if you know the last 4 of the card used this is the best way to search a payment if its not popping out at you.
Ensure the payment status is Authorized
The transaction showing as Authorized means the credit card authorization request was processed, but the card was not charged fully
Please see the dropdowns for different situations and how to handle them.
If there is only one authorized transaction for the client and the amount is correct
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
If there is only one authorized transaction for the client and the amount is incorrect due to the tip amount missing
To capture the tip (this will require you to process the transaction again in the software)
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.
To skip capturing the tip
To skip capturing the tip
Click on that transaction # on the far left of the Transactions list
From the Transaction Detail page, click Capture.
If the authorized transaction is just a duplicate and you have already processed the card successfully
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
Step 2: Close the Open Ticket Within the Software
Since payment was already collected, the card does not need to be run again. If the ticket still shows as open in DaySmart, you can close it as a custom payment so that your reporting is aligned.
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
Proceed with checkout for the ticket in question
Select Proceed to Payments
From the Add Payment screen, select Custom.
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.
💬 Contact Us
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