Service Disruption FAQs
The following guide has been created to assist merchants who may have experienced a service interruption due to any number of issues including loss of internet connectivity, processing errors, or other factors that required offline processing business practices.
My system went into offline mode during the service disruption. Is there anything I need to do?
Offline mode is designed to allow transaction processing while online transaction processing capability is being restored. Transactions processed in offline mode are held locally at the point of sale and sent to Shift4 once service is restored. If you are still showing alerts or messages on your system that you are still processing offline, you may need to restart certain services. Please review the following guide on offline mode based on your POS product or service, and if you have questions or concerns, please contact Shift4 Support via phone or chat.
My system did not go into offline mode during the service disruption. How do I prevent this from happening again?
It is critical to ensure that your POS product has received all the appropriate updates needed to function properly in offline mode. As a first step, please review the offline guide regarding offline mode configuration and requirements. If you have questions about whether your system has the necessary updates to support offline mode, please contact Shift4 Support via phone or chat.
I was not able to adjust the tip on my POS during the service disruption. What do I need to do?
When a system enters offline mode, tip adjustments should normally take place as if the system were online. While there may be a brief window of time during which the system was not checked or tip adjustments while entering the offline mode, you should be able to process normally once the system has entered the offline mode. Once the system is online, transaction data should synchronize in order to allow normal tip adjustments online. You should always process tip adjustments from the POS whenever possible, however, there are alternative solutions via Lighthouse Business Manager or Lighthouse Transaction Manager depending on your solution.
The following guides may be of assistance:
End of Day - Adjust Tips on SkyTab POS
Transactions Manager Adjustments in Lighthouse Business Manager
Adjust Transactions in Lighthouse Transaction Manager
If you need assistance in researching or resolving transactions for which an adjustment is needed, please contact Shift4 Support via phone or chat for additional assistance.
I noticed that there are suspended batches within Lighthouse Transaction Manager after the service disruption was resolved. What do I need to do?
Shift4 reviews suspended batches internally to identify any transactions that may be causing the batch suspension. Remediation may include the removal of the offending transactions in order to submit the remaining transactions for funding. Any transactions that were rejected by the processor during batch settlement can be reattempted for valid authorization via the Clone feature in Lighthouse Transaction Manager. We can review the batch notes with you and see if we can determine whether you have transactions that are being rejected."
I have cardholders complaining of double charges they received while the service disruption occurred. What should I do?
It's possible that during an outage or service interruption issue, transactions processed by the POS did not receive a proper authorization response, thus resulting in multiple authorization attempts on the same card. The transactions associated with these authorization attempts should be reflected in Lighthouse Business Manager or Lighthouse Transaction Manager, where the merchant should be able to identify them and make adjustments as needed.
Please review the following guides on making transaction adjustments.
Transactions Manager Adjustments in Lighthouse Business Manager
Adjust Transactions in Lighthouse Transaction Manager
If you need assistance in researching possible duplicate transactions for which an adjustment may be needed, please contact Shift4 Support via phone or chat for additional assistance.
I haven’t been paid for some of the transactions I processed during the service disruption. What should I do?
First, check and see if your POS is still in offline mode. If so, offline transactions will not be paid until you are back online and transactions processed offline have been uploaded to Shift4. Once you are processing online normally, you can verify whether transactions have uploaded and whether they got batched later than expected. You can confirm if the batch was submitted partially or later than usual by logging in to Lighthouse Transaction Manager and navigating to the Archived Batches.
If your batch did not go through but transactions are visible in the Current Transaction menu, you can reference the following video and guide around how to settle your own Lighthouse Transaction Manager batches.
If there are any transactions not seen in Lighthouse Transaction Manager that should be, reach out to Shift4 Support via phone or chat for additional assistance.
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