Use these steps if the same or similar transaction appears more than once.
Compare the Transactions
- Compare the transaction numbers.
- Compare the date, time, and amount.
- Compare the card brand and masked last four digits when available.
- Confirm the merchant profile or MID for each record.
- Determine the status of each transaction, such as:
- Approved
- Voided
- Refunded
- Pending
Contact Support If
- The transactions cannot be clearly distinguished.
- The terminal and processor records disagree.
- It is unclear which transaction should be voided or refunded.
Important: Do not guess which transaction to reverse. Each record should be positively identified before a void or refund is performed.