You may have had a situation where a payment is showing up in your payment gateway reporting but not showing in your billing software. You might even see the payment approved using the Transaction Diagnostics report within our system. Sometimes one of us at Transaction Warehouse will notify you that you have Pending Writebacks lingering.
What usually causes this is a rare event whereby at the very moment the customer completed the payment, our system was unable to write the payment real-time to your billing software. It can happen for a number of reasons, namely a small Internet connectivity hiccup or possibly some maintenance being performed on your end. This results in a payment that is Pending Writeback to your billing software. Now it's not a big deal, you can correct the problem yourself.
If you've had this situation in the past, the Pending Writeback report is the answer. You now have the ability to locate the payment and either reattempt the writeback to your billing software or, if you caught the problem after you manually entered the payment into your billing software, you can choose to ignore it and drop it off the Pending Writeback report.
To use this report go ahead and login with your admin account which can be done by using the same login screen that your customers would use to make payments. Click on Reports at the top (you'll now see an index of reports) and click on Pending Writeback. If the page is blank then congrats! You don't have any Pending Writebacks. However you will usually seek this report out when you're trying to locate a payment that is missing from your billing software and it should be listed here.
If you catch the payment early enough and it HAS NOT been manually recorded in your billing software, click on "Retry" and we'll try to shoot it over to you again.
If some time has passed and the payment HAS ALREADY been manually recorded in your billing software then you will likely want to click "Ignore." If you click "Retry" you could end up with a double payment in your billing software when, in fact, the customer only made a single payment.
NOTE: clicking on "Retry" does not actually process the payment again. "Retry" means it will try again to record the already processed payment to your billing software.
This feature is a nice safety net should communications between Transaction Warehouse and your billing software go awry at the time the customer is making their payment. Our system will sense the problem and queue the payment up as a Pending Writeback, you can take care of it as soon as you notice the payment is missing on your end.