Resolve Possible Delinquent Batches in Lighthouse Transaction Manager

What is causing this Error?

A delinquent batch is caused by one of the following conditions:

• When two users are attempting to modify or submit the same batch at the same time.
• The batch closing process was abandoned midstream by the user leaving the page.
• An internet failure caused an interruption of the batching process.

How do I resolve this Error?

When a delinquent batch is present, you will see a warning in Current Transactions and Archives that states you have a possible delinquent batch. Contact Support for assistance.

Internal:

Immediate Resolution Is Not Needed
If immediate resolution isn't needed, assign the case to the batch team within Payments Support. Before assigning the case to the Batch Team if no calls or chats are waiting in the Payment Support Queue proceed with verifying the Batch's Status through MReports if the Merchant is E2E or by contacting the Merchants Processor if they are GWO.

Note: For certain processors which use the Super Batch method you will have to wait 24 hours from batch closure before reaching out to confirm if the batch was received. For more information on how the different batching methods work or about batching in general, refer to the Gateway Batching Overview article.

If validation has been completed, create an Action Plan Task assigned to the Payment Support Task Queue, an example comment being "Batch for [Insert Batch Date] has been validated. Please assist with resolving the batch".

If validation wasn't completed due to a lack of availability, create a Validation Needed Task assigned to the Payment Support Task Queue, an example comment being "Please Validate Batch for [Insert Batch Date]".
Please allow the Shift4 batch team 24-72 hours to resolve the batch.

If Immediate Resolution Is Needed
If immediate resolution is needed, proceed with verifying the Batch's Status through MReports if the Merchant is E2E or by contacting the merchant's processor if they are GWO.
This error will need to be escalated to Payments Support Escalation in the #paymentssupport Slack channel to get the batch handled after it's been verified as missing or successfully submitted.

Steps to resolve:

1. Find the batch in Lighthouse Transaction Manager (LTM) by looking in Archived Batches for a yellow box next to the corresponding merchant and month, and then the subsequent batch.  It will probably list the batch as a “Being prepared” status. 

2. Go into the Batch Notes for that batch to get the date the batch was being prepared. 

3. For end-to-end merchants:
   1. Look up the merchant via mReports.  
   2. Go to Batch Summary for the merchant.  
   3. Using the date from the batch in LTM, input that date to look for submitted batches on that date and hit the refresh button. 
   4. See if any of the batches come up match the batch in question. 
      Note: Batches will sometimes be split into sub-batches.  We need to make sure that we are looking at both the sub-batches and the overall total received.  
4. For gateway-only merchants:
   1. Call the merchant’s processor.
   2. Ask to confirm batch settlement for the date in question. 
5. If the batch was received in full, in LTM on the batch notes page, choose the option to “Force Batch Completion.”  This will mark the batch as green with an OK status without sending it to the processor again.
   
6. If the batch was not received, in LTM on the batch notes page, choose the option for “Cancel batch processing”.  This option will take all of the transactions currently associated with that batch and move them back into the Current Transactions list on LTM.  This will allow those transactions to be submitted to the processor.
   
   1. If the merchant is end-to-end and agrees, this batch can be closed manually in LTM.  If they are gateway only, they can close the batch manually themselves if they so desire.
   2. If the merchant is set up for auto settle, these transactions will be batched automatically at their next auto settle run time.  
7. If the batch was partially received, please escalate to Payments Support Escalations or a Supervisor to discuss the best path forward.  Please make sure you have it notated how many transactions and for how much were received versus what was not received.