Resolve Processor Totals Higher Than POR Due to Duplicate Payments

Learn how to resolve discrepancies where your payment processor total is higher than your Point of Rental (POR) total due to duplicate customer payments. This guide provides step-by-step instructions to identify and correct the issue, ensuring your end-of-day process runs smoothly.

Topics Included in This Article

• Step-by-Step Instructions

• More Information / FAQ

Step-by-Step Instructions

1. Identify Duplicate Payments

   1. Compare the transactions in your payment processor with those recorded in Point of Rental (POR).

   2. Use the Check & Card Report in POR and your processor’s customer portal side-by-side to locate duplicates. Look for two charges for the same amount tied to the same customer and contract/invoice number, where only one appears in POR. Duplicates may occur on the same card or different cards for the same invoice. 

2. Void Duplicate Payments
   

   If you're integrated with PORpay, voiding a duplicate payment in the processor may not always resolve the issue. The processor total will not update right away after voiding in the processor portal, and you may be required to force settle. To do this, contact the Product Support Team.

    

   1. Voiding the duplicate transaction in your processor portal will correct the discrepancy and balance the totals. If you need assistance, contact the Product Support team.

   2. If the duplicate payment has not yet been posted to POR (i.e., only one matching transaction exists in POR), void the extra transaction directly in your payment processor. 

   3. Always void the charge that is not recorded in POR to bring the processor total down to match POR. 

   4. Example: If the processor total was higher by $65.76 due to a duplicate payment, voiding the duplicate transaction corrected the discrepancy and balanced the totals.
      
      

3. Alternative Resolution for Non-Voidable Payments

   1. If the duplicate payment cannot be voided (e.g., it was processed on a previous day or has already settled), we recommend you refund the duplicate payment via your processor portal. 

   2. Example: For a $50 discrepancy caused by a double payment on the processor side on different cards for the same invoice, the prior day. The resolution would be to refund that payment via the processor portal.

4. Verify Totals and Complete End-of-Day 

   1. After voiding the duplicate payment, rerun the CC Inquire or the Check & Card Report. Contact the Product Support team if you need assistance.

   2. Confirm that the processor and POR totals now match.

   3. Ensure the end-of-day (EOD) process completes successfully.

More Information / FAQ

Q: What should I do if I can't void a duplicate payment?
A: If voiding is not possible (e.g., previous-day or settled transactions), we recommend you refund the duplicate payment via your processor portal. If you need assistance, contact the Product Support team.

Q: What if my processor total is lower than POR?
A: Please contact our Product Support Team for assistance.

Q: Who can I contact for further assistance?
A: If you need additional help, please contact our Product Support Team for guidance.