Description: This article covers how to resolve problem transactions (those unable to process) in LTM. This usually occurs when you are trying to close a batch and there are multiple transactions highlighted in red. To identify the issue being experienced, hover over the transaction with your mouse and an issue description will appear for the transaction. Alternatively, you can also click on the invoice number and this issue description will be shown on the Basic Transaction Information section of this page.
Depending on the type of issue experienced, different editing privileges will be required to resolve the identified issue. Below are some of the common issues that can occur and how to resolve them; for steps on performing the requested steps see, Adjusting, Refunding, Voiding, and Reprocessing Transactions in Lighthouse Transaction Manager.
If you don't have permission to make edits, problem transactions can be hidden which will then allow you to close out the remaining batch if wanted.
This means the transaction doesn't have enough authorization to cover the requested Total Amount you are setting the transaction for. To resolve this you will need to request additional funds to settle out the transaction.
This can be completed via an Online Edit of the transaction. Validate the Total amount is the amount to be settled and hit Submit to validate the current authorization on the transaction and seek additional authorization to cover the customers remaining balance. However, if the transaction declines another form of payment from the customer should be obtained.
INVALID AUTH CODE
This is typically caused by a typographical error. At some point, this transaction had an 'Offline Authorization Request' placed against it. This means the clerk performing the transaction input an invalid approval code. This error is usually tied to a process called a Voice Referral.
To resolve this, the transaction will need to be cloned to obtain a new authorization code under a new invoice. After the transaction was cloned you will need to Void the original problem invoice. However, if the transaction declines another form of payment from the customer should be obtained. Refer to LTM: Adjusting Transactions.
INVALID CHECK-IN DATE (Hospitality Merchants Only)
This means the current check-in date on the transaction is greater than 6 months old in relation to the current date or placed a week ahead of the current date. either way, this is not valid per industry standards for hospitality merchants. This will need to be adjusted to the proper check-in date for the guest.
You will need to perform an Offline Edit of the sale to adjust the check-in date field. Once done the status should clear after applying the changes.