A payment may be included in the Activity Report and not in the Batch Settlement Report when any of these scenarios occur:
- The payment is in the current pending batch.
- The payment is in a failed batch.
- The payment was not added to a batch.
To determine which scenario has occurred, check the settlement status of the payment from within the Operations Center.
Note: These steps are specifically written for Payment Gateway version 5.0 and above.
- From the Payment Gateway Operations Center, navigate to Payment Tasks > Merchant Administration."
- For the correct merchant, click the Manage Credit Payments link.
- Enter a date range and any other search criteria to locate the payment.
- Click the Search button.
- In the report that appears, click the Settlement link for the transaction you want to check. (You may need to scroll to the right in your browser window to see this link.)
- At the prompt, click OK. The prompt will ask if you want to settle the transaction. If the authorization has already been settled or added to the batch, clicking OK will not duplicate that action.
- The page that appears displays the authorization's reference number, currently authorized amount, and the last four digits of the cardholder's card number. It also displays the settlement status with one of these four status messages:
- Authorization has already been settled. This means the payment has already been settled.
- Authorization is already in the pending batch. This means that you should see the payment in the current pending batch.
- Authorization is already in the pending batch as a void. If this message appears, the authorization has a current charge amount of zero.
- Settle With Next Batch. If the Settle With Next Batch link appears, this indicates that the authorization has not been settled and has not been added to a batch. Click Settle With Next Batch to ensure that the approved authorization is settled.
- If the payment's status shows that it has been settled or is in the current pending batch, but you don't see the payment in either of these reports, you should then look in the Error Log report to see information about authorized transactions in failed batches.
If you need further assistance
Please email Customer Care with details on the steps you have already performed.
- If you are not a TouchNet Data Center Customer, please also send the following files:
These files will be found in your Payment Gateway drive:\touchnet\paymentversion\data\ directory - Transmgr.log, transmgr.lg1, and transmgr.lg2 (In versions prior to 4.5 this file will be named after your credit card processor such as vital.log, fdc.log, etc.)
- Tsyslog.txt from the date and time the problem occurred
This file will be found in your Payment Gateway drive:\touchnet\paymentversion\data\ credit card processor\ directory: - Pmtlog.hst (and any other files that begin with pmtlog.)