Missing Transactions in NetSuite or Salesforce OR duplicate transactions in the merchant account

Missing Transactions in NetSuite or Salesforce OR duplicate transactions in the merchant account


From time to time credit card payments have been processed but the underlaying transaction has failed to write to NetSuite or Salesforce; or it is simply missing.
The solution will depend on the underlaying cause. This may include: 

The transaction(s) are in the Fail Queue
The card may have been processed but the underlaying transaction is sitting in the Failed Queue of the SuitePOS App. Once the underlaying issue is fixed, the transactions should then post on the next sync.

The Fail Queue has been cleared
Sometimes (rarely) administrators have to completely clear the Fail Queue because of an unrecoverable fatal error. Once the report/log file is sent (and the Fail Queue is cleared), the transactions will have to be entered (manually) in to the back-end in order to correctly reconcile.

The SuitePOS app terminated or was force quit during credit card processing
This is very rare and is normally as a result of the App appearing "stuck" during card processing and the clerk terminating the app. 

The result could be a missing transactions in the back-end because the app is not longer running OR duplicate transactions being made to the same card (in the merchant account) because the clerk thought the original transaction had not been processed.

Either way, there is no direct workaround for this other than:

  • Re-constructing the transaction in the back-end based on what is seen in the merchant account
  • Reversing the "duplicate" transaction in the merchant account (sales only)

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