The administrator should look in the Processor's log.  If the payment failed (for example, in your payment gateway service provider, you may notice the message: Timeout waiting for host), then the administrator can delete the record from the initiative as a Chargeback to reconcile.

For a transaction in a Thon event, this can be done as follows:
  1. Communities > Special Events > Friends Asking Friends > Kintera Thon.
  2. Highlight the event’s name and then select Bookkeeping.
  3. Under Edit Transactions, click Manage Initiative Records.
  4. If you are deleting a registration, for Show Me verify that the Participants option is selected. If you are deleting a donation, select the Donors option.
  5. Search for the participant or donor, or click Show All to display all participants of the Thon event.
  6. Click Edit for the participant or donor for whom you want to reverse the transaction.
  7. Select the Delete Record from Initiative tab.
  8. Click Delete record from event and reverse transaction.
  9. Click Chargeback to reconcile the transaction
  10. For Reasons, select one of the following options:
    • Click Customer Dispute if the reason for the refund is because the participant believes, and can prove, that the charge is not valid.
    • Click Duplicate Payment to refund a payment if it was duplicated.
    • Click Correction to refund a payment to correct an error made when the payment was entered into the database.
    • Click Other if none of the above selections adequately clarify the reason for the refund.
  11. For Description, enter detailed information describing the reason for the refund, up to 250 alphanumeric characters.
  12. Click Submit.
If the organization doesn't have a custom payment processor and receives this error message:

{CREATECASE)

Provide the following information:
  1. Screenshot of error message
  2. Screenshot of Delete Record from Initiative window before receiving the error
  3. Steps taken right before receiving the error
  4. Event/Form Name
  5. Event/Form URL
  6. Donor/Registrant Name
  7. Donor/Registrant Supporter ID
  8. Donor/Registrant Payment ID
Items #4 and #5 can be found by going to Bookkeeping > Manage Initiative Records > Search for donor/registrant > Click Choose Columns > Select Supporter ID and Payment ID columns > Click Submit.