Adjust Transactions in Lighthouse Transaction Manager (United States)

Description: Learn how to adjust transactions in Lighthouse Transaction Manager (LTM).

Note: If unable to perform the required function, speak to the user issuer or Account Administrator about adding this privilege to your user credentials.

Internal:

Important: Shift4 Agents are only able to complete transaction adjustments on behalf of End-to-End (E2E) merchants. For Gateway Only accounts, agents must walk the merchant through the adjustments.

Adjust Transactions

You may need to adjust a transaction that has already been settled or perhaps an unbatched transaction from the current business day. To adjust a transaction, you would determine the type of adjustment needed.

Examples include:

A refund is applied to a settled transaction.
A transaction that was voided by mistake.
Inclusion of a tip to an unbatched transaction.
The tip was not included with the original transaction.
A customer was double charged.

Warning: Transactions that are adjusted, voided, or processed in Lighthouse Transaction Manager (LTM) directly do not report back to the interface system that processed the original authorization or sale request. This means there could be a discrepancy between the system reports if changes are made directly, as the interface reporting is bypassed.

You need to note adjustments made in your reporting documentation for the batch settlement. If an adjustment that reports in both systems is needed, speak to your interface provider as to how to perform this adjustment in your software.

Adjust Transaction Details

To adjust a transaction prior to the settlement, you need to determine what type of adjustment is needed. Anything not relating to requesting additional funds from the guest should use the option Offline Edit. This allows you to perform the following:

Lower the Primary Amount.
Edit Customer Name.
Convert from an "Authorization Only" to "Sale" (or vice versa) with the amount that originally received the authorization.

Anything relating to the requesting of additional funds from the guest should use the option Online Edit. This allows you to perform the following:

Increase the Primary Amount.
Add or edit the Secondary Amount/Tip Amount.
Convert from an "Authorization Only" to "Sale" (or vice versa) with the higher amount entered.

To perform any of the above options:

Log in to your LTM User Account.
Navigate to the Transactions tab.
Select Current Transactions.
Use the Search box on this page to search for the transaction invoice number or the card's last four digits. (*XXXX).
Important: Only the previous seven days are searched when using Quick Search.
Select the invoice once located to edit it.
At the top right, select Edit, then select Online or Offline Edit, depending on the type of edit that is needed.
Adjust the required fields as needed based on what you need to do with the customer.
Note: If changing an Authorization into a Sale, deselect the checkbox Auth Only.
Select Submit. You will be provided with an updated Sales Draft that can be printed if needed.

Add / Correct a Tip

Note: The following section can be followed if the transaction has not been settled/batched. If the transaction has already been batched, refer to Clone a Transaction (United States).

Log in to your LTM User Account.
Navigate to the Transactions tab.
Select Current Transactions
Use the Search box on this page to search for the transaction invoice number or the card's last four digits. (*XXXX).
Important: Only the previous seven days are searched when using Quick Search.

Note: Searching by the card's last four digits (*XXXX) or the invoice number are most common.
Open the transaction to view details by selecting the corresponding hyperlinked invoice number.

Select which of these scenarios apply for this transaction adjustment:

Increase Tip / Online Edit
Decrease Tip / Offline Edit

Increase Tip / Online Edit

Warning: Never edit the tip on a 'problem transaction' which occurred due to a declined tip. This can cause the entire transaction to decline. To reattempt adding a tip to a 'problem transaction' which experienced a declined tip, you should clone the transaction and submit a new sale for only the tip amount. Use Offline Edit to settle the 'problem transaction' for the base amount only.

Select Online Edit from the Edit menu.
Enter the gratuity to be applied in the Tip Amount field.
Press tab, or select anywhere outside of this field. The Total Amount will update to add the Primary Amount and the Tip Amount together.
After entering desired optional information, select Submit. You will be provided with an updated Sales Draft that can be printed if needed.

Decrease Tip / Offline Edit

Select Offline Edit from the Edit menu.
Enter the correct gratuity (for example $40.00 instead of $400.00) to be applied in the Tip Amount field.
Press tab, or select anywhere outside of this field. The Total Amount will update to add the Primary Amount and the Tip Amount together.
After entering the desired optional information, select Submit. You will be provided with an updated Sales Draft that can be printed if needed.

Evaluate If a Double Charge Occurred

Double charges can occur for several reasons (e.g., offline transactions) resulting in an overpayment.

When searching through transactions in LTM, look for any repetitive information (e.g., Business Date, Card Number, Primary Amount, Customer Name).
Note: This may be seen with different transactions (e.g., Sale, Authorization, Refund).
Additional research may be needed to determine if the transactions in question are duplicates or separate and intended transactions.
Check Miscellaneous Notes. In this example, notations indicate this transaction was cloned from another transaction. The invoice number can be selected to review that transaction.
If the transactions could not be located, check if there are statements available for review during the time period the transactions occurred or initiate an Advanced Search within LTM.
Note: For additional information on applying filters and searching within LTM, please refer to Find Missing Transactions in Lighthouse Transaction Manager (United States).
If an adjustment is needed (e.g. void, adjustment to primary amount or tip), please refer to the applicable section:

Internal:

Checking mReports

Warning: Only for searching End-to-End (E2E) United States customers.

Note: For additional information on accessing mReports or transaction searches, please refer to Log into mReports or Verify Transactions in Citadel, LTM and mReports (e.g., section: Non Integrated Solutions > mReports).

Change Transaction Business Date

Log in to LTM.
Navigate to the Transactions tab.
Select Current Transactions.
Use the Search box on this page to search for the transaction invoice number or the card's last four digits. (*XXXX).
Important: Only the previous seven days are searched when using Quick Search.
Select on the invoice link to edit the transaction.
In the Basic Transaction Information section, locate the Business Date field and select the Notepad icon.
Set the desired business date by selecting a date on the calendar that pops up and select Apply.
After selecting Apply, a confirmation should appear.

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