question

kirank avatar image
kirank asked lindausa0106 answered

Some or all ecommerce transactions dont seem to batch out

We have a merchant that is regularly using online payments which we implemented with E-Commerce API. Merchant says they are not getting their money for those unless they manually close those transactions in Clover app on device.


The transactions are "PREAUTH" type - that is we first auth and later its captured when completed.

We checked that a capture call to clover ecom api was successful (captured = true was returned)

But later (after end of day) when we check the payment transaction on Clover's /payments end point we see cardTransaction.state = "PENDING" with result: 'SUCCESS'

What does cardTransaction.state = PENDING mean? How can we ensure it does not go to that state or how can we via API move it along?


Specific details about merchant and txn in private comments.


REST APIe-commerce api
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4 Answers

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David Marginian avatar image
David Marginian Deactivated answered David Marginian Deactivated commented

The Ecomm team is actively looking into this.

2 comments
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kirank avatar image kirank commented ·

Any additional comment from Ecomm team?

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David Marginian avatar image David Marginian ♦♦ kirank commented ·

Nothing yet ...

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David Marginian avatar image
David Marginian Deactivated answered David Marginian Deactivated commented

While we continue to investigate this issue, can you have the merchant execute a manual closeout? IMPORTANT: They will want to do this right before they close shop for the day, and not before. To do it they will open the Closeout app on the device, select the current batch and then select the "Close Out All Devices" button.

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kirank avatar image kirank commented ·

Yes they have been doing manual closeout everyday to get these payments. They will execute another manual close out today.

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David Marginian avatar image David Marginian ♦♦ kirank commented ·

And manual closeout is working for them?

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David Marginian avatar image David Marginian ♦♦ David Marginian ♦♦ commented ·

We have no record of the merchant running a manual closeout. Please have them follow the steps I outlined. The payment you just included above (J5.......EJ) would have been closed out via the automatic closeout. We believe the issue is only happening when the date that the payment was taken is >7 days before when it was captured.

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celinedion avatar image
celinedion answered bryanvargas edited

To move the transaction along via API, you may need to use the "Capture" API call to capture the funds for the transaction. This should change the state of the transaction from "PENDING" to "SETTLED".

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lindausa0106 avatar image
lindausa0106 answered bryanvargas edited

When a PREAUTH transaction is executed, the corresponding amount is "frozen" on the client's account and becomes unavailable for other transactions. Then, when the client makes the actual transaction, the amount will be deducted from the amount frozen in the PREAUTH transaction.

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