Help & Support
What to do if a transaction declines, but the amount is debited from your customer's account
If your terminal experiences a communications error during a transaction your terminal may show a Comms Error and display 'declined,' but the customer's account gets charged for the purchase.
This means the transaction message reached the bank, but the response didn't return, leading to a declined transaction.
When your terminal goes back online it will automatically send a Reversal request to credit the money back to your customer.
IMPORTANT: Don't refund the purchase. The terminal will automatically send a Reversal request to credit the money back to the customer's account.
If you have any questions or concerns about the Reversal process, contact Technical Support.