The Transaction Analysis report

Λctive Manager sends you a daily “Transaction Analysis” report on transactions whose payment amounts donʼt add up correctly, or that are incomplete. You can inspect each of these items, and take steps to resolve the problem.

1. Inconsistent transactions

When the report includes transactions where the total payments made donʼt match the total amount charged, youʼll need to use the payment processorʼs support phone line, or the online portal service it provides for merchants, to determine exactly which payments were actually charged. Forward this information to Λctiv8 support, who will make the necessary adjustments in the database.

2. Incomplete transactions

Credit-card charges submitted to the payment service go through two stages: a charge is first “authorized”; then it is “captured.” When a transaction is listed as “Incomplete” in the report, the first step is to confirm with the payment gateway whether the its system has captured the payment — in other words, whether the funds were in fact transferred from the customerʼs bank account.

If the service confirms that the payment was captured, then the sale was charged and can be shipped. Take the following steps:

  1. In Manager, open the transaction in the Transaction data entry dialog.

  2. On the Payment tab, change the Transaction Status to ‘Charged.’

  3. On the General tab, change Payment Status to ‘Charged.’

  4. If the transactionʼs Shipping Status is 'Not Picked Up,' change it to 'Picked Up.' If it is 'Not Shipped,' follow the steps to Print a shipping label.

  5. Click Save.

If the payment processor reports that the payment was authorized, but not captured, the sale wasnʼt successfully charged. In this case, first check with your staff to ensure that this transaction isnʼt a duplicate. If it is, open the record in the Transaction dialog and set its Payment Status (on the General tab) to 'Not Charged,' so that it wonʼt continue to appear in the report.

Once youʼve confirmed that the record represents a valid transaction and not a duplicate:

  1. On the General tab, change Payment Status to ‘Not Charged.’

  2. On the Payment tab, change Status to 'Not Charged.'

  3. Delete the Transaction Id.

  4. Click Sale.

  5. Once the payment has been successfully charged, return to the General tab.

  6. If the transactionʼs Shipping Status is 'Not Picked Up,' change it to 'Picked Up.' If it is 'Not Shipped,' follow the steps to Print a shipping label.


Related topics:

Credit cards, payments, and receipts

Managing credit cards

Charging credit cards

Recovering declined cards

Sending sales receipts

Voiding a transaction

Issuing a credit

Processing external payments

The Transaction Analysis report

Gift cards and loyalty points