- Contact the patron and determine if both charges were intentional or if one was a mistake (the charge listed in the error message and the charge in the right hand side of the sales screen).
- If the duplicate charge is in error: confirm in your merchant services portal (BBMS or Cybersource) that both charges successfully went through. If yes, within the Unresolved online sales order delete one of the credit card charge line items from the cart. This will automatically refund the card within your merchant account and allow you to then Complete the order.
- If both charges are valid: Add the additional items that are missing to the shopping cart to make the balance $0, then Complete the order.
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