Worldpay Troubleshooting Tips

The following table provides resolutions for scenarios you may encounter when using Worldpay.

Scenario	Resolution
You need to use a preauthorization obtained by AcuityLogic to complete a credit card transaction in a virtual terminal, such as the Worldpay iQ portal, but AcuityLogic cancels the authorization after the virtual terminal approves it. This occurs because AcuityLogic does not support this authorization workflow.	If you need to use a virtual terminal to complete a transaction authorized by AcuityLogic: 1. Log in to the virtual terminal. 2. Manually cancel the transaction authorized by AcuityLogic. Note: Alternatively, if the customer doesn’t need the balance reserved for the original transaction to complete another transaction in step 3, you can let AcuityLogic cancel the transaction automatically, which will occur about two hours after it was authorized. 3. Re-create the sale and obtain a new authorization for it in the virtual terminal.
You need to process a refund for an order processed using another credit card payment processing system (TMS or Bank of America) and the customer does not have the credit card used for the original transaction. In this situation, the card reader will prompt you to enter the credit card. After entering the credit card, AcuityLogic will indicate that the last four digits of the cards do not match and prevent you from issuing a credit card refund to safeguard against credit card fraud.	You can refund the payment using the Mail Check option.
You need to process a refund for an order processed before you started using Worldpay and you did not set up AcuityLogic to require the last four digits of a credit card be entered for a credit card transaction. In this situation, the card reader will prompt you to enter the credit card. After entering the credit card, AcuityLogic will indicate that the last four digits of the cards do not match and prevent you from issuing a credit card refund to safeguard against credit card fraud.	You can refund the payment using the Mail Check option.
You need to process a refund for an order invoiced at a different location and the original location is set up with a different Tax ID. In this situation, AcuityLogic will not be able to process the refund without the credit card.	If the customer has the credit card, you can insert the credit card into the card reader when prompted. If the customer does not have the credit card, you can refund the payment using the Mail Check option.
You need to process a refund for an order and the record of the transaction is no longer in the system because the payment token expired. In this situation, AcuityLogic will not be able to process the refund without the credit card.	If the customer has the credit card, you can insert the credit card into the card reader when prompted. If the customer does not have the credit card, you can refund the payment using the Mail Check option.
You need to process a refund for an order invoiced at a different location, the customer paid using an NFC/contactless mobile wallet such as Apple Pay, and the location is set up with a different Tax ID. In this situation, AcuityLogic will not be able to process the refund as a credit card refund.	You can refund the payment using the Mail Check option.
You need to process a refund for an order paid using an NFC/contactless mobile wallet and the record of the transaction is no longer in the system because the payment token expired. In this situation, AcuityLogic will not be able to process the refund as a credit card refund.	You can refund the payment using the Mail Check option.
You need to process a refund for an order paid using an NFC/contactless mobile wallet, the customer no longer has access to the mobile wallet device or application, and the record of the transaction is no longer in the system because the payment token expired. In this situation, AcuityLogic will not be able to process the refund as a credit card refund.	You can refund the payment using the Mail Check option.
You need to add a payment and you cannot click the OK button in the Payments section.	Ensure that you have updated to the latest version of Chrome or Firefox.

Scenario

Resolution

You need to use a preauthorization obtained by AcuityLogic to complete a credit card transaction in a virtual terminal, such as the Worldpay iQ portal, but AcuityLogic cancels the authorization after the virtual terminal approves it.

This occurs because AcuityLogic does not support this authorization workflow.

If you need to use a virtual terminal to complete a transaction authorized by AcuityLogic:

1. Log in to the virtual terminal.

2. Manually cancel the transaction authorized by AcuityLogic.

Note: Alternatively, if the customer doesn’t need the balance reserved for the original transaction to complete another transaction in step 3, you can let AcuityLogic cancel the transaction automatically, which will occur about two hours after it was authorized.

3. Re-create the sale and obtain a new authorization for it in the virtual terminal.

You need to process a refund for an order processed using another credit card payment processing system (TMS or Bank of America) and the customer does not have the credit card used for the original transaction.

In this situation, the card reader will prompt you to enter the credit card. After entering the credit card, AcuityLogic will indicate that the last four digits of the cards do not match and prevent you from issuing a credit card refund to safeguard against credit card fraud.

You can refund the payment using the Mail Check option.

You need to process a refund for an order processed before you started using Worldpay and you did not set up AcuityLogic to require the last four digits of a credit card be entered for a credit card transaction.

You can refund the payment using the Mail Check option.

You need to process a refund for an order invoiced at a different location and the original location is set up with a different Tax ID.

In this situation, AcuityLogic will not be able to process the refund without the credit card.

If the customer has the credit card, you can insert the credit card into the card reader when prompted.

If the customer does not have the credit card, you can refund the payment using the Mail Check option.

You need to process a refund for an order and the record of the transaction is no longer in the system because the payment token expired.

In this situation, AcuityLogic will not be able to process the refund without the credit card.

If the customer has the credit card, you can insert the credit card into the card reader when prompted.

If the customer does not have the credit card, you can refund the payment using the Mail Check option.

You need to process a refund for an order invoiced at a different location, the customer paid using an NFC/contactless mobile wallet such as Apple Pay, and the location is set up with a different Tax ID.

In this situation, AcuityLogic will not be able to process the refund as a credit card refund.

You can refund the payment using the Mail Check option.

You need to process a refund for an order paid using an NFC/contactless mobile wallet and the record of the transaction is no longer in the system because the payment token expired.

In this situation, AcuityLogic will not be able to process the refund as a credit card refund.

You can refund the payment using the Mail Check option.

You need to process a refund for an order paid using an NFC/contactless mobile wallet, the customer no longer has access to the mobile wallet device or application, and the record of the transaction is no longer in the system because the payment token expired.

In this situation, AcuityLogic will not be able to process the refund as a credit card refund.

You can refund the payment using the Mail Check option.

You need to add a payment and you cannot click the OK button in the Payments section.

Ensure that you have updated to the latest version of Chrome or Firefox.

Worldpay Troubleshooting Tips

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