Enrole - Sales Desk: Handling a new order when credit card was charged but Order was not saved

enrole TouchNet Order charged payment

Purpose

Occasionally, there is a problem in which a credit card payment is charged to a participant without the associated Order or payment properly recorded in Enrole. In other words, the credit card processor (Touchnet, Authorize.net, NelNet, PayPal, Cashnet, etc.) charges the participant's card, but Enrole does not reflect either the Order or the payment.

Audience

Enrole Users

Impacted Systems

Enrole Sales Desk, Enrole Reporting - Informer 4, TouchNet

Instructions

Sometimes the participant will call or email after noticing that a payment was taken, but there was no confirmation that the Order was saved. A more proactive approach is to establish a routine for reconciling the credit card processor's daily report with an Enrole daily payment report. A good standard Enrole report for this purpose is the Daily Cash (Payments Register by Payment Type) report, which has slightly different names in different client instances. If the report currently available does not allow selection by a specific date or date range, copy the report and edit the copy to include a suitable set of selection filters.

The Daily Cash (Payments Register by Payment Type) report lists all payments that have been recorded in Enrole. For credit card payments, this report includes the Credit Authorization Number, which is the most reliable way to match payments between the Enrole report and the credit card processor's report.

If a payment appears on the credit card processor's report but does NOT appear on the Daily Cash (Payments Register by Payment Type) report for the same date range, that discrepancy may indicate a payment that was charged without a corresponding update (such as a paid order) in Enrole. Use information from the credit card processor's report to contact the payer, and find out whether the payment was for an existing Order or a Order that was not saved. Refer to the article listed below in "Resources", if the payment was for an existing Order.

If a participant's card was charged for a new Order, and there is no resulting Order saved in Enrole, there are two options for remedying the situation:

Refund the payment and ask the registrant to register again.
- Use the credit card processor's portal to refund the payment to the participant.
- Use information from the credit card processor's report to contact the participant. Explain the situation and ask the participant to register and pay again through the same process as before.
Register the participant through Enrole Home using the "Other Payment" option to record the payment.
- Use information from the credit card processor's report to contact the participant.
- Use Enrole Home to register the participant, with the following steps for the payment:
  - Choose "Other Payment."
  - For Reference, enter the Credit Card Authorization number from the credit card processor's report.
  - For Amount, enter the amount of the payment that was already charged to the participant's card.
  - Click "place order now." The Order will be saved with Payment Details reflecting the payment along with the Credit Card Authorization number. (No actual additional payment will be taken.)