Troubleshooting credit card processing

This topic answers to some of the more common questions encountered when working with the Credit Card Interface.

I’m getting an error message “Credit Card Interface is not Licensed.” What is my next step?

Cause: Improper licensing information.

Solution: Contact Infor Accounting for your current licensing information.

I’m getting an error message “Credit Card Not Authorized” during the Sales Entry Processing Invoice Processing Report. What do I do?

Cause: It is possible that either the credit card transaction was denied, or the order was “untendered” with the wrong payment type, leaving the credit card history active.

Solution: Contact Infor Support for the solution.

Why do some orders have multiple credit card transactions and others have only one?

Cause: This is a normal function related to addon amounts. If the amount defined in the Addon field in SA Table Code Value Setup-Payment Type-Extended Information is less than the addon amount on the order, two credit card transactions are generated by the system. One is for the order, and another is for the addon amount, because another authorization is needed for the additional amount. The addon transaction shows in the credit card history after Sales Entry Processing Invoice Processing Report is run. The additional authorization is processed during invoice processing. The number of transactions also may vary if the order was tendered after shipping.

Solution: Contact Infor Support for information.

If I receive a "Time-out on Card ************0000. Contact System Administrator” error when I am processing an order, what should I do with the order?

Cause: Web transaction did not complete successfully.

Solution: If you are in Sales Order Entry-Collect Payment, and tendering fails for any reason, such as a time-out, card failed, and the order does not complete tendering, you can do one or more of the these solutions:

  • Immediately re-tender, in case there was a temporary connection issue.
  • Tender to a different card; if the card failed.
  • Tender by an different method, such as cash or check.
  • Skip tendering, allow the order to go untendered, and then tender the order later.

I received an error message, “Downpayment Can't Exceed the Amount Due Based on Ordered (5916)", when I changed the payment type from cash to a credit card One Time Sale. What should I do?

Cause: The order is over-tendered. The cash payment has already processed by the system in General Ledger. When the order is changed to a credit card payment, the transaction sent through CenPOS is recorded by the system, but assumes the down payment now exceeds the amount due.

Solution: Correct the tendering in General Ledger.

Can I untender a back order after it has been invoiced?

Cause: Operator wants to untender.

Solution: Yes, the -00 order may be untendered if the tendering change will bring that suffix to a zero amount.

How can I find out why a transaction did not process?

Cause: Operator wants to troubleshoot.

Solution: Additional logging is provided that enables you to trace data to the end of the process, including those transactions sent and received using the CenPOS' web browser. Enable the logging using SA Business Rule Setup. Select the rule: Turn on Verisign Credit Card debug. Set the Rule Value to Yes. The log files output to the Print directory specified in SA Company Setup-Required-Directories. The non-web log is ccmgr.log; the new log for CenPOS web transactions is ccmgrweb.log.