Correcting a Duplicate Charge that does not show in the Folder
When a transaction is processed, Nexsyis electronically sends the payment to Global Payments. Global Payments then returns a confirmation and the payment shows in the A/R tab of the Folder. Sometimes this process is disrupted and the customer is charged but it does not look like the payment went through. If this happens, we recommend that the customer does not re-run their card, instead, you should check the transactions in the batch to see if it went through and follow the steps below to display the transaction on the Folder. If the customer did re-run their card and was double-charged, you will need to follow the steps below to show the payment on the Folder and then issue a refund.
Step 1: View Batches List
- Go to Batches> View Batches List> Filter by batch date> Refresh
Step 2: View Card Processor Transactions For Batch List (
)
- Select the 
button at the bottom of the screen to open up the Card Processor Transactions for Batch list.
- The Card Processor Transactions for Batch list will open in another tab.
- Search for the line that DOES NOT have an ARCheckID
- NOTE: Look for identical amounts in this screen, line 2 & 3 in the example below show the same amount of money ($3421.13), and line 2 does not have an ARCheckID.
This means that the customer was double charged, but the folder is only showing that one payment went through.
Step 3: Navigate to the folder of the missing ARCheckID
- Confirm that there is only one transaction for the amount in the folder A/R tab.
Step 4: Click "New" to Document the Payment
- Navigate back to the Card Processor Transactions for Batch list
- Select the line that does not have an ARCheckID and select the "
" button at the bottom of the screen.
- This notification will appear and the ARCheckID will be created
- The folder will show the second payment, and you can now issue the refund.
