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Resolving Unresolved Card Payments in Heartland Retail

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Resolving Unresolved Card Payments in Heartland Retail

Overview

This guide explains how to automatically resolve unresolved payments in Heartland Retail Point of Sale (POS). The information provided is intended for customers processing with Heartland, Heartland Pay App, PAX, Datacap, Vantiv EMV, Blackline eConduit, and Clover Mini.

Please note: Automatic payment resolution must be run from the same selling station and processing device that was used to process the original transaction.

If you have feedback or questions regarding the information described in this document, please contact the Heartland Retail support team by phone at 833-844-4767 (select option 1, then option 2), or by email at hretailsupport@heartland.us.

Resolving Payments

When a communication failure happens between a credit card processing terminal (such as a Verifone, PAX, or Clover terminal) and Heartland Retail during a POS transaction, you may see a ‘Pending Credit Card Payment’. Such payments are in an unknown state and this designation indicates that the system is unsure as to whether the payment was actually processed.

When a payment is in this state, the POS flags the ticket as a payment exception and displays a yellow information banner with a link to Resolve Payment, as shown below:

resolve1.png

When you click the Resolve Payment button, the POS will check to see if it can verify the payment status.

Successful Verification

If the POS successfully verifies the flagged payment, it will display a modal like the one pictured below:

resolve2.png

From this modal, select the Check Payment button and the POS will begin the process of determining if the payment was successfully taken. This process includes failsafe measures to ensure that no duplicate payments are created.

  • If the POS determines that the flagged payment was successful, it will retrieve the payment information and add it to the associated POS ticket, thereby allowing you to complete the ticket without swiping or inserting the card again.
  • If the POS determines that the flagged payment was not successful, it will inform you of this and prompt you to try the payment again.

Unsuccessful Verification

If the POS is unable to check the status of the flagged payment, or is unsuccessful in validating the charge, it will display a modal like the one below:

resolve3.png

When you see this modal, we strongly recommend that you contact your payment processor to verify the status of the payment.

If you use Heartland as your payment processor, you can verify the charge in Info Central. Otherwise, please reach out to your payment processor directly.

Once you have verified the status of the payment select the appropriate button to proceed.

  • Card Not Charged: You’ll be returned to the customer’s ticket so you can attempt to process the payment again.
  • Card Was Charged: You’ll be advanced to the next screen (pictured below) where you can enter basic information about the payment card. The data entered on this screen will be reflected on the payment details and credit card slip for the transaction, as well as on the Daily Summary Report.

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