Description: Review the various ways to locate transaction details that may be missing or absent from Lighthouse Transaction Manager (LTM) reports. 

Viewing Options

When troubleshooting missing transactions, check your viewing options in Lighthouse Transaction Manager. The transaction detail may just be hidden based on what is or is not enabled.

At the top of the Current Transactions screen, or when viewing Archived Transactions, you have the option to adjust the type of data that is visible on the current screen and subsequently generated transaction reports.

Note: Some users may have this detail hidden on the page. Click the option for "Show Filters" at the top right of this page. You should now see your viewing options.

Note: View settings are user-specific, so changing your setting will not impact other user accounts unless the account is shared between multiple people.

General Audit Settings

This is the standard configuration for general auditing, and you can change your view settings at the top of the page. There is a series of checkboxes and drop-downs with various view setting options.

1. Ensure only Sales and Refunds are selected.
2. Ensure Problems and Non-Problems are selected.
3. Ensure all your accepted card types are selected.
4. Ensure all the capture methods you support are selected (Ex: Swipe Manual... if you're unsure, enable all that are listed).
5. Select Apply Filters after configuring the above.

Line By Line Auditing

Occasionally you may find a discrepancy or an imbalance between your Interface report and your Lighthouse Transaction Manager Report. If you cannot identify the imbalance between your reports, you should perform what we call a line-by-line audit.

Line By Line auditing takes itemized transaction reports from both your Interface System and LTM and crosses off or highlights matching values on each report until there are only mismatched details remaining on either report. This identifies the problem(s) that caused the imbalance.

It would be best to speak to your Interface Provider about which report would provide an Itemized view of your Interfaces transactions. As for Lighthouse Transaction Manager, this is the Detail report.

The identified values from the two reports are the items causing your imbalance and should be researched in the Interface software to understand the originally intended outcome (i.e., if it should have been canceled, refunded, an added tip, or needs to be closed out).

Quick and Advanced Search

You can perform a search in LTM using either Quick Search or Advanced Search to review your transactions.

• Quick Search might locate the transaction in LTM if the transaction was processed within the year to date for Current and Archived Transactions.
  • To perform a Quick Search, navigate to the top right of the search box, enter one of the identifying transaction details below, and select Enter or the Quick Search option from the drop-down.
    • Invoice Number
    • Full Card Number, Last Four, or First Four (*XXXX or XXXX*)
    • TrueToken
    • Clerk Number
    • Transaction Amount
• To perform an Advanced Search, navigate to the top right of the search box and have them select the Advanced Search option from the drop-down. 
  • If you are looking for a transaction between a particular date or within a specific time span, change this information at the top of the search options.
  • Otherwise, leave this blank, and it will look back through two years (to date) of transactions.
    • To perform advanced searches, you will have to enter the search criteria at the top of the advanced search page.
    • You would want to check the corresponding option in "Fields to search" based on your entered criteria.
    • Under Transactions to Search, you want all options enabled (Sales, Refunds, Authorizations, Voids, Current, and Archives).
  • After filling out your advanced search details, select the topmost search option to populate a list based on the criteria set for this search.

Should the mismatched value not be found in the interface but can be found only in Lighthouse Transaction Manager, review the Audit Trail to determine the source of the transaction request.

• If the Source Detail shows OTN:[Username] like the picture below, this transaction was placed into LTM directly via online or offline entry, which is why it is not showing on the interface report as the user chose to bypass the interface reporting
• For each edit or update on this invoice, you will have more Source Detail boxes listed.
  • The source details that are listed last will be the most current edit or post to occur for this invoice.
• Should you not know why this transaction was performed in LTM directly, it is usually best to speak to the user who performed the action.
• Any other value here is typically the program or interface name that sent the request to Shift4.

Once the intended outcome has been identified, we can make an adjustment to the system showing the discrepancy.

Note: Adjustments can only occur if the Lighthouse Transaction Manager Batch has not been closed. 

Still, Missing?

Some transactions that show on the interface report but not in LTM may be attributed to processing errors concerning timeouts or invalid requests. Rejected transactions show as problem transactions in LTM highlighted in red.

If completely missing from the LTM system, the transaction:

• It's deleted after two years
• Is open (unsettled) in the interface
• Timed-out processing to Shift4 from the local internet
• May have bypassed Shift4's systems and used another system for the Transactions capture