Error: The program billed the credit card but could not link the payment to the sales order. The credit card transaction ID is (transaction ID) - when viewing an unresolved online sales order

Under Sales > Unresolved online sales orders, you may see the following error that occurred for this order:

"The following error occurred while processing this sales order:

Error: The program billed the credit card but could not link the payment to the sales order. The credit card transaction ID is (transaction ID)."
This error message means that the patron's credit card was charged online, but the credit card payment cannot be connected to the sales order, and thus the unresolved online sales order cannot be completed.
  1. Note the patron's information, such as phone number or email.
  2. Contact the patron to see if they still want to purchase the items.
  3. If the patron does not want to purchase the items, Click Cancel to get rid of the unresolved online sales order.
  4. Log into your merchant account and verify that the credit card was refunded when you cancelled.  If not, refund the card in the merchant account.
  5. If the patron does want to purchase the items, you can complete the order with an "other" payment method. You may need to temporarily add the "other" payment method to your online sales method
    1. Click Tickets > Sales Methods
    2. Click on the Online Sales Method > Click on the payment methods tab
    3. Click the add button > choose the "other" payment method in the payment method drop down
    4. Click save
  6. Return to the Unresolved online sales order and click on the add payment tab of the order
  7. Select the "Other" button and choose the payment method
  8. Click complete to complete the order
After the order is completed it is very important that you return to the Online sales method and remove the "other" method from the list of payment methods as it will allow patrons to purchase items without adding a payment. 



 

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