a credit card transaction is not showing up in reports or bank. Customer says it processed

[MPJH]

We processed a CC sale a few days ago but it does not show up in the day's transactions or reports, and no money has been deposited in our bank account. We called the customer to take the CC details again - but he says his CC statement shows it processed. What should we do?

Thanks,

[Kassi_]

Hey there @MPJH  - 

Oh no, let's dig in! The most common reason this happens would have to do with the card being declined or the transaction interrupted. When an attempt it made to collect the funds, the bank or credit card company can decline the payment for their own reasons. In this case, our attempt is registered on their account as a debit, but the funds are not collected. Typically - those types of transactions fall off of the customer's account after a few days. If it doesn't, then the customer would need to speak to their bank and provide you another form of payment. 

You have the ability to check the status of those transactions on your Dashboard. Check out the Transaction Status Report under the Reports Tab to see these.