Payment Failed- Setting a transaction to incomplete so the customer can reprocess the transaction

If a transaction has a status of "Payment Failed" you must set the transaction to "Incomplete" before the customer can try to reprocess the transaction.

1. Go to REVENUE> Transactions> List> All and search for the transaction using the transaction ID, customer name or email address. Click on the Transaction ID.

   

   
   

2. Click ACTIONS> Modify Transaction (Please note, unlike the screenshot below, the "Current Status" will be "Payment Failed".

   

   
   

3. Near the bottom right hand corner of the screen you will see a "Change status" field with 2 dropdown options. Select "Incomplete". Then click "Set".

   

   
   

4. The customer should then log into their account and go to TRANSACTIONS> Incomplete. The customer will see a green "Complete" button. This will return the customer to the invoice step where they can then move through the remaining steps to complete the transaction. All information input in the basket such as awards entries or guest details will have been saved.