This article will guide you through Troubleshooting discrepancies within your client's billing.
1. Lookup Transaction
In some cases, clients may show a charge on their bank statement that does not populate within their Invoices. If this occurs, it is possible that the client's Payment Profile was added to another client's account. To view all charges associated with a specific CC or Bank ACH, navigate to Main and click the Red Magnifying Glass icon near the top right of the page. From here, select the Last 4 CC / Bank filter and enter in your client's last 4 digits for their payment profile.
After entering the Last 4 Digits, all charges associated with the payment profile will populate within a dropdown menu, listing the client's name, Transaction ID, CR Txn ID and the staff member that the invoice was Ran By.
In addition to the Last 4 CC / Bank option, you will be able to use the search bar to lookup transactions by entering either the CR Transaction ID, Gateway Transaction ID, Invoice ID or Payment ID.
2. Duplicate Charge
In some cases, clients may show a double charge on their bank statement, but only one invoice within the system. In these cases, ask the client to provide a current bank statement, showing that both of these charges have been withdrawn from their account. When taking payment, it is possible that an invoice is attempted multiple times, but only charged once.
When this occurs, the second charge will sometimes show on their bank statement as a Pending Charge, but will be removed after a couple of days.
If you are able to confirm that the client was charged twice and the charge is no longer showing as Pending, please reach out via Live Chat and / or submit a ticket to Support@ClubReady.com with a screenshot of the client's statement attached to resolve the issue
Requirements - A 'Master Admin' login or a staff login with the following permissions.
- Prospect Management: Can access prospects lookup
- Reporting: Can access sales: lookup transaction