Use the following sections to help troubleshoot issues when processing payments using credit cards.
If you are manually entering or swiping a card in the Element Process Transaction window in a sales order, and you click Cancel Transaction without completing the transaction, the system displays a Transaction Not Found message when you return to sales order entry. This message indicates that the system was not able to retrieve a response for the transaction from Element because you clicked Cancel Transaction, and a similar message displays in the order's change log. If you receive this message, attempt using a different card or accepting a different payment type.
Element contains logic that checks for duplicate charges. If two charges for the same amount are made to the same card during the same batch period, the second charge is declined. You receive an error message that indicates a duplicate decline. You might also receive this message if a charge was sent to Element, and you lost internet connectivity before Eclipse received a response, and you attempt to charge the card again.
Research transactions that come back with a duplicate decline message to ensure they are legitimate business transactions. If they are legitimate and you would like to charge the card, do one of the following:
Change the price for the product on the order by one cent ($.01) so the order total is different, and charge the card for the new amount.
Hold the order until the following day, or until after your batch with Element processes, and process the order again to charge the card.
If Element received a transaction but Eclipse did not receive a response, Element has the information it needs to charge the card. However, because there is no indication in Eclipse that the order has been paid, you might attempt to charge the card again and receive the duplicate decline error. In this case, manually enter the payment information on the order to capture the charged payment so the order continues to process through the system.
If you are experiencing problems running Internet Explorer 8.0, refer to the fixes in the Microsoft Support Knowledge base article located at http://support.microsoft.com/kb/929867, or the steps below to fix the problem on each computer that you use to enter credit card payment information.
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Important: If you are running Internet Explorer 8.0 on Windows 7.0 or Windows Vista, the troubleshooting steps provided below do not apply. To correct the problem, leave an Internet Explorer 8.0 browser window open while you are entering orders and accepting payments using credit cards in Eclipse. Or, set Mozilla Firefox as your default browser. Running Firefox does not require that you leave a browser window open. |
Double-click My Computer or display your Windows Explorer.
From the Tools menu, select Options.
Click the File Types tab.
Scroll down to and highlight (NONE) URL: HyperText Transfer Protocol
Click Advanced.
Highlight the open action (should be the only on you have) and click Edit.
Click OK to close the window.
Click OK again to close the next window and then click Close to close the last window.
It may seem like nothing has changed by doing these steps since you did not actually change anything. However, you should now find that Internet Explorer 8 launches correctly from Eterm. If these steps do not resolve your Internet Explorer issues, you can follow all the steps in the article which double checks the information in the necessary fields.
If you receive a 404 Page Note Found error when trying to enter a credit card payment on an order, your system has lost the internet connection with Element. Verify that your internet connection is still online.