Credit Cards Out of Balance at EOD
Credit Cards Out Of Balance
A relatively common issue a location will run into when running End Of Day (EOD) would be a discrepancy between the numbers for credit card sales in the POS and TranSafe. This is a "Credit Cards Out Of Balance" situation, indicated by the message "This batch is out of balance with Transafe"
This article will go over possible reasons for this imbalance and help you understand and prevent the various reasons this discrepancy can occur.
Related Article: Processing End of Day
Terminology:
- If TranSafe is HIGHER than POS: They are "Over"
- If TranSafe is LOWER than POS: They are "Short"
- Deposit #9: Deposit on daily sales report that indicates succesful deposit of CC sales to the bank and shows what that deposited amount was
Taking Action:
- It is advisable to always "Batch Anyways" , because you are otherwise holding up money being deposited into the bank.
- Since the main priority is to get those funds deposited, we select "batch anyways" to ensure the location gets their money, and then investigation can be done afterwards.
Some Reasons Behind Discrepancies:
Did not let 'batching complete' appear
- Remember that when running EOD after selecting "Go Fix" for the Payments Batched section, you want to be sure "batching complete" appears.
- At times, the batching process can be a bit slow or it may seem like the software has frozen. Patience is a virtue with the batching window, simply select "Do It" once and wait.
- Once "batching complete" appears in the bottom left corner, you can close this "EPS send batches" window with either the cancel button or the X in the top left corner, and will see that *NO* for payments batched has updated to *OK*
- There are instances where even if you see batching completed , on the EOD menu, the *NO* on batching completed may not update to an OK until AFTER you do the next step of EOD, system totals.
For investigation purposes, you can verify the exact actions taken during EOD and see who it was ran by via the Audit Log accesible via manager console reports > audit reports > manager activity POS. If you navigate to the last page of this report, you can see all the actions taken. If there is no entry with a record of "EPS send batch" , this is verification that this step was missed.
Missed Batch / Batched Before EOD
- You can verify if a batch has settled by logging into TranSafe, selecting the 3 line menu to the right on the Active Profile and going to the dashboard
- From here, navigate to reports > batches and check both open and settled to confirm whether or not a batch has settled.
- In settled batches, look to see if there is a batch for each day to determine if there was a day they did not batch out, or if there is a record of them batching prior to EOD.
If a location did not batch for a previous day, check the batch amount to see if it matches the amount of the discrepancy
If there is record of a settled batch, but no record of a daily sales report or deposit #9 on that sales report (if it does exist), it means the batch was settled BEFORE EOD was ran.
- It could be that the batch amount settles the next day and causes the overage. This is a common case.
- A location may also have on auto-deposit, which can be checked in the transafe active profile. 
- A location would typically be aware on whether or not they have auto or manual settlement set up, but this is where it can be verified.
- Biggest difference with auto-settlement on transafe is that DSRs will never have a deposit 9 because the batch is settled on TS side only.
Did not run previous EOD
- You can check the daily sales report (in MC reports > daily sales report) for the date in question to see whether there is data in the journal or not. Completely blank journal indicates EOD was not ran.
**last 2 points in this section mainly for techs / resellers**
- In the file system, Check C:\ > OnePOS > Journals , sort by date modified. Here you can see if there is a journal for a previous date or not.
- If a duplicate journal exists, check the file size. If it does not look similar size to the other journal files or has a very minuscule file size (ex: 3kb), this means there is an empty journal, and you can re-name the empty one by adding 'old' or 'bad' to the end of the file.
Combined Journals
- To verify if a journal contains sales data for more than one date, there is a report in manager console you can reference.
- In manager console, navigate to reports > legacy electronic payment reports > ideal payment report
- Review each page and verify that all sales records are for the corresponding journal date. Only exception is if a location is open after midnight.
- In this example, you can see that the ideal payments report for 6/25 contains sales data for 6/24, meaning these journals are combined and will need to be split by a onePOS support tech.
Verifying a journal has sales data for multiple dates can also indicate the reason for the POS amount being much higher than transafe (often 2x higher) - because the POS has to also batch for the multiple days worth of sales data it has.
Internet Connection Issues
Try the steps mentioned in this article if it is relevant. These steps include verifying the ipv4 and other such network settings on the terminal.
You can also make sure that the terminal's ethernet cable has lights on it, and you can trace the cable to see where it is plugged in.
If you are able to trace the other end, make sure there are lights on this end of the ethernet cable. If there are not, replace the cable
If the cable goes to a switch, make sure the light on the port of the switch that the cable is plugged into has lights on it. If not, switch to a port that does have lights.
You can also restart their router and / or switch to see if this changes anything.
If they are open, advise them that a restart of the router or switch could cause them to be unable to use the terminals for a few minutes (usually 5-10 min)
If a customer does not have a WTI backup, it may be helpful to suggest purchasing one to avoid issues in the future.
Network Troubleshooting - Hardware
Unclosed tabs / tables
When EOD is ran, if there are still open tables, the system will advise of this. There are a few ways to check on the status of these open tables.
The first is to look in the Manager Console POS > End Of Day and clicking the "go fix" button to see details of the exact tables that are open and the employee they were opened under
The second is to look on a terminal, and in the manager menu select Query By Table.
You can use this to view the open tables directly to see the details of each open check, most relevant to this situation being the total dollar amount of the ticket.
Make note of the amounts for the open ticket(s), as the total amount may add up to the same amount as the batch discrepancy,
which would allow you to determine the reason for the discrepancy being these open ticket(s)
You can also view open table statistics on the DSR for the previous / most relevant date.
In the MC Reports > Daily Sales Report, there is a box in the bottom right that contains info for "begin open checks" and "end open checks"
This shows how many open checks were in the system when the day began, and how many were in the system when end of day for that day was ran.
This could be telling as to why the discrepancy has occurred or continues to occur, as you can explain to the customer the difficulties that running EOD with open tables creates.
Stand-in Payments
Sometimes you will get a warning when trying to batch that says "Stand in Payment on EMV Reader #XX"
If
you navigate to the manager menu on a terminal and select 'stand in
payments' in the top right corner, you can view stand-in payments here.
The
terminal # will coincide with the # at the end of the stand in payment
error message (ex: Stand in Payment on EMV Reader #03, check Term 3)
There are a mulitude of different reasons stand-ins can occur.
What is most relevant here is if there are stand in payments with no yellow error message, they will go away within a few minutes.
Simply backing out of the stand-in payments menu and going back in can make the payments disappear , meaning they have cleared.
Possible Stand-Ins:
- Try the fixes mentioned in this KB article.
NOTE: the
15-30 minute window mentioned for the payments to clear begins when we
FIRST go into the stand-in payments menu , it does not begin from when
they re-establish internet connection.
DECLINED - The
payment has declined, meaning the card number was entered correctly but
the transaction was unable to clear, more than likely due to lack of
balance in account. Declined transactions can also be located and viewed
in detail within TranSafe under the customer's active profile dashboard
under transactions > declined transactions
-
A risk of taking payments offline / in stand-in mode is that you won't
know if a card declines until internet connection is re-established.
- If a customer wants to attempt to re-run the payment, follow the instructions in this article:
Once you have verified there are no stand in payments on the terminal(s) that was mentioned in the error message, you can click 'batch anyway' on the error.
If
there are still stand-in payments with no yellow error messages that
are still not clearing, even after around 15 minutes, check the article
linked under 'internet connection issues'
If you run EOD without clearing stand-ins, note that these payments will stay in the system in stand-in - they will NOT DISSAPEAR.
Make note of the total of amount of the payments that are still in stand-in, because the location will be short that exact amount for this day, and they will be over that same amount likely the next day the payments clear on, provided there are no declines. Making note of this now will prevent later confusion.
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