Detecting Missing Payment Authorizations

We have received reports that NCR Counterpoint occasionally receives a credit card authorization and charges the customer's account, but does not record the authorization on the corresponding ticket. These events can result in discrepancies between NCR Counterpoint and actual customer charges, including extra charges to customers, which require subsequent manual correction.

In this version, NCR Counterpoint can detect some of these events and alert the user when they occur. Specifically, when a user completes a ticket using Ticket Entry or Touchscreen Ticket Entry, if one or more authorizations are not properly recorded in Counterpoint, the following message appears, warning of the potential discrepancy and advising the user to contact his or her manager:

If you are using CPGateway and you have set the Operating mode on the Credit Cards tab of the Stores window (Setup > Point of Sale > Stores) to Simulate, this message will appear each time you complete a simulated transaction. You can safely ignore this message while you are operating in Simulate mode.

If you encounter this message, you should carefully review each indicated transaction in NCR Counterpoint (and on the NCR Secure Pay Settlement Portal, if you are using NCR Secure Pay), and then make any necessary corrections. For example, you may need to void extra charges on the NCR Secure Pay Settlement Portal.

Also, if this message appears, please send details of the event to your NCR Counterpoint Retail Partner. Provide as much information as possible about the circumstances under which the message appeared, along with the entire Counterpoint \Logs directory (including the \CPLogs subdirectory) from the workstation on which the event occurred.

Counterpoint will not automatically correct any payment discrepancies that may occur when it does not record an authorization. It will only detect such events, alert the user when they occur, and generate detailed logs that will assist us in troubleshooting and preventing these events in future releases.