Last Thursday our box office was renewing a subscription on Mastercard, which was declined. A minute or two later he tried to put through on the same Mastercard an amount for the subscription and a donation which of course was declined again.
I could see these two transactions when I was browsing through the transactions in Supercharge, but the status of the smaller amount (for the subscription) was “authorize/on hold” and in the message column it said approved (and the code). This transaction did not close with the rest of the batch though so it’s just sitting there. The credit card company has a hold on this amount for the customer so when our box office person tried to put the charge through again today it came back declined.
The question is, how do we get the amount off hold either in Supercharge or at the person’s bank so that we can try again to put the transaction through?