A customer claims that their credit card was charged, but RMH does not tender the transaction. What do I do?
To resolve this issue, there are four main steps:
Log into sound payments with the store’s underscore c user.
This user is the four digit store code, followed by an underscore and the letter c.
Filter and export transaction history.
Navigate to the transactions menu on the left side. Then click on transactions.
Obtain the date and time of the transaction.
Convert the time to 24 hour time. Then adjust the time to eastern standard time by adding an hour. Here are some examples:
Original Time (Time on Receipt) | Adjust to 24 Hour | Adjust to EST (Time on SoundPayments) |
|---|---|---|
4:00pm | 16:00 | 17:00 |
8:00am | 08:00 | 09:00 |
12:00pm | 12:00 | 13:00 |
Enter the full date and time into each of the fields.
If a time is not given, enter the time range from 00:00 to 23:00.
Ask the customer for the last four digits of their credit card number.
Click the excel checkbox next to the green download box, then click download to export the transaction log to excel.
Search for the credit card number.
Compare the transaction amounts received and posted.
The posted amount is the amount we are supposed to get from the transaction. The received amount is the amount we got from the transaction. These numbers should be equal.
I’ve used a gift card for a transaction, but the gift card does not have enough money. When I try to cover the balance with an additional card, I get an error that states overtendering is not allowed. How do I fix this?
Enter an amount in the credit card tender type that is 10 cents less. Put the 10 cents in the cash tender type. Note the transaction, since you will be off by this amount at the end of shift.