In the admin
Exceptions
What each exception means, what to check, and how to Resolve or Ignore it.
An exception is something a person should look at. Pay Sync raises one when its records and the real world disagree. It never stops a sale. It only tells you afterwards.
#Where do I see exceptions?
Open Exceptions in the app menu. The home screen also shows a warning when any are open, with the count under Open exceptions.
Three tabs sit at the top: Open, Resolved and Ignored, each with its count. Work from Open. Under each tab, exceptions are grouped by type. Every row shows when it was Raised and a sentence under What happened. Resolved and Ignored rows also show the note you wrote and the date.
Some exceptions close by themselves. If a later event fixes the problem, Pay Sync moves it to Resolved with a note saying what fixed it.
#What does each type mean?
| Type | What it means | What to do |
|---|---|---|
| Orphan payments | A terminal approved a payment, but no POS sale was completed for it. | Find the sale. If you know the order, press Attach to order. Otherwise press Resolve and say what happened. |
| Untracked card sales | A Shopify order was paid on the card payment type, but no terminal payment is linked to it. | Press Capture slip and enter the details from the customer's slip. |
| Amount mismatches | The order tendered one amount on the card payment type, but the terminal payment was a different amount. Or the order has no card tender at all. | Check that the card payment belongs to that sale. |
| Duplicates | Two approved terminal payments matched the same POS sale. One is left unmatched. | Check the slips. If a customer was charged twice, refund the extra payment. |
| Batch variances | A batch's reported total differs from Pay Sync's total, or the totals agree but lines differ. | Open the batch on the Batches page and read the Variance detail. |
| Write-back failures | Pay Sync could not write the result to the order's metafields. | Open the order to check, then see On the order. If it keeps failing, contact support. |
| Unlinked refunds | A refund appears in the provider's record, but there is no matching original sale in Pay Sync. | Find the original sale by its RRN on Transactions. |
| Refunds not sent to terminal | A POS Return refunded money on the card payment type, but no till has sent the refund to a terminal, or the order has no card payment through Pay Sync for a till to refund against. | Send it from the Pay Sync tile at the till. If the order has no card payment through Pay Sync, attach the payment (Orphan payments) or capture its slip (Untracked card sales) first, and the till can then send it. If the customer was already refunded on the terminal, resolve it at once so it is not sent twice. See Refunds. |
Careful: An orphan payment means a customer may have been charged for a sale that was never rung up. Do not ignore it until you have checked.
#How do I resolve an exception?
- Press Resolve on the row.
- Type a Resolution note. It is required to resolve.
- Press Resolve again.
The note is kept with the exception, so write what you found. For example: "Customer refunded in cash, slip kept."
For Orphan payments, Attach to order asks for the Shopify order ID. This is the number at the end of the order's address in the Shopify admin. Press Attach and match. If the order total differs from the payment, Pay Sync warns you and offers Attach anyway. Use it only when you are sure.
For Untracked card sales, Capture slip asks for the Shopify order ID, Amount (rands) and RRN. The UTI, auth code and batch number are optional. Add the UTI if the slip prints one, so the sale can match the provider's record.
#When should I use Ignore?
Press Ignore in the same window when the exception needs no action and a note is not worth writing. The note is optional for Ignore. The exception moves to the Ignored tab. It is not deleted.
Note: Resolving or ignoring a Refunds not sent to terminal exception cancels that refund at the till if it is still waiting to be sent. It disappears from the till's list, so nobody sends it by mistake later. A refund already sent to the terminal is not affected.
If the same problem is found again while an exception is still open, Pay Sync updates the existing one. It does not add a duplicate. A resolved exception stays resolved.