Resolve Problem Transactions in Lighthouse Transaction Manager

Description: Resolve problem transactions (those unable to process) in Lighthouse Transaction Manager (LTM), such as when you are trying to close a batch and there are multiple transactions highlighted in red. 

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To identify the issue being experienced, hover over the transaction with your mouse, and an issue description appears for the transaction. Alternatively, you can also click on the invoice number, and the issue description is shown on the Basic Transaction Information section of this page.

Depending on the type of issue experienced, different editing privileges are required to resolve the identified issue. Below are some of the common issues that can occur and how to resolve them; for assistance in performing the requested steps, see Adjusting, Refunding, Voiding, and Reprocessing Transactions in LTM. 

If you don't have permission to make edits, problem transactions can be hidden, which allows you to close out the remaining batch if wanted.

Issue Descriptions and Resolutions

• Declined
  

  Denotes the transaction has been declined by the payment card's issuing bank. To resolve this problem transaction, Edit > Delete/Void may be selected.

• Voice Referral
  

  Denotes the transaction requires a voice authorization code.

  • To resolve this problem transaction, the code must be obtained. Then Edit > Offline Edit may be selected. The code can be entered into the Auth Code field and click Submit at the bottom to complete the transaction.

• AVS Failure
  

  Denotes the provided address and/or zip code for the payment card failed to verify. 

  • To resolve this problem transaction, Edit > Delete/Void may be selected. Then Edit > Clone may be selected to copy the transaction, allowing the street address and postal/ZIP code to be removed from the cloned transaction, and submitted to attempt authorization without the invalid information.

• Expired Card
  

  Denotes the provided payment card is expired. 

  • To resolve this problem transaction, Edit > Delete/Void may be selected.

• Insufficient Authorization
  This means the transaction doesn't have enough authorization to cover the requested total amount you are setting the transaction for. To resolve this, you need to request additional funds to settle the transaction.
  • This is completed via an Online Edit of the transaction.
  • Validate the total amount is the amount to be settled and select Submit to validate the current authorization on the transaction and seek additional authorization to cover the customers remaining balance.
  • If the transaction declines, another form of payment from the customer should be obtained.

• Invalid Auth Code
  This is typically caused by a typographical error. At some point, this transaction had an 'Offline Authorization Request' placed against it. This means the clerk performing the transaction input an invalid approval code. This error is usually tied to a process called a Voice Referral.

• • To resolve this, the transaction needs to be cloned to obtain a new authorization code under a new invoice. After the transaction is cloned, void the original problem invoice.
  • If the transaction declines, another form of payment from the customer should be obtained. 
    
    

• Invalid Check-In Date (Hospitality Merchants Only)
  This means the current check-in date on the transaction is greater than 6 months old in relation to the current date or placed a week ahead of the current date. Either way, this is not valid per industry standards for Hospitality. This needs to be adjusted to the proper check-in date for the guest. 
• • Perform an Offline Edit of the sale to adjust the check-in date field.
  • Once done, the status should clear after applying the changes.