I originally posted this in the finance forum, but thought maybe someone could help on the box office side.
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?
Brian -
In Supercharge you can release to batch or reverse the Auth/Hold by going into browse transactions and finding the charges that have Auth/Hold in the Status column. Double click on the transaction and look for the 'Take Action' box in the lower right of the screen.
If this is a charge that went through in Tessi, but for whatever reason wasn't released to the batch, then you'd want to select 'Release to Batch'. The only time I've seen this is when someone's Tessi client crashes before the transaction was complete.
If it is a charge you want to release the bank hold on, then you'd choose 'R - Reversal' This will open a new screen for reversal. I believe all the appropriate information is already filled out. Hit 'Submit' and that should reverse that Auth/Hold charge.
I also recommend running the Authorize Aging report in SuperCharge to find and reverse old Auth/Holds.
Hope that helps!
Heather
Heather Laidlaw KraftSeattle Repertory Theatre
Thanks so much Heather, this worked like a charm!