How to trace a credit card that was mistakenly charged more than once for a sale

(Last updated on: February 7, 2017)

A patron’s credit card had been charged more than once for the same ticket. Here is how to locate the erroneous transaction.

The first thing to do is to edit each of the sales and run an audit trail by clicking on the Other information tab.  Click on the Audit trail button. (See screen shots below.) This should help you find out how the sales were actually completed.

sales recordThis is what the Audit trail for a sale looks like:

audit trail

The next thing to do is to run a Credit card log report by clicking on Report by Day | Credit card log. See screen shot below:

cc log

Enter in the correct range of dates and make sure Include the requests and answers box is checked.  Send the report either to screen or you can print the report out to your printer.  Find the sale numbers that are involved and see if you can determine when the sales were charged.


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