Resolve "Fraud Sentry Velocity Check" Alert About a Number of Voided Transactions but No Record of Them in Property Management System or Point of Sale

What is causing the issue?

This situation can occur most frequently in the hotel environment where one card was authorized upon check-in, but a different form of payment was used upon check out. 

How do I resolve the issue?

Scenario 1:

• If the business date of the transaction is over 90 days old, the system voided the transaction due to aging.
• Refer to When Manually Voided or Auto Voids Are Moved Out of Current and Into Archives in Lighthouse Transaction Manager (LTM) for more information.

Scenario 2:

• If the business date of the transaction is less than 90 days old, the transaction was voided manually. Please call in to discover who voided the transaction.
  • Note: Turn on the audit trail and look up the transactions to determine if a Lighthouse Transaction Manager user voided the transaction or if it was done in the Point of Sale (POS) or Property Management System (PMS). 
  • You will need to speak to the user who performed the void to determine why this was voided.

In either scenario, if you believe that you are owed the funds,  perform cloning of the transaction to obtain a new authorization.