Enrole - Sales Desk: Handling an existing Order when card was charged but Order was not updated

enrole TouchNet Order charged payments

Purpose

Occasionally, there is a problem in which a credit card payment is charged to a participant without being 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 that payment on the order.

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 is not reflected in Order History. 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 to the card but not updated in Enrole. Use information on 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 a new Order.

NOTE: A refund is not included in the Daily Cash (Payments Register by Payment Type) report but is included in the Refunds & Credit Card Fees Daily Report. Use the Enrole Refunds & Credit Card Fees Daily Report report to reconcile any negative transaction amounts on reports from the credit card processor.

If a participant's card was charged for a payment to an existing Order, but the Order History does not reflect the payment, take the following steps in Enrole Home:

Search for the Order, and view the Order detail screen to be sure the payment is not listed.
Click "Pay Now" in the left menu.
Click "Other Payment." For Reference, copy and paste the Credit Authorization number from the credit card processor's report. For Amount, enter the amount of the payment.
Click "pay" to save the payment information for this Order.