Find Missing Transactions in Transaction Manager (United States)

Viewing Options

When troubleshooting missing transactions, check the viewing options in Transaction Manager. The transaction detail may just be hidden based on what is enabled or not.

At the top of the Current Transactions screen or when viewing Archived Transactions, you have the option to adjust the type of data that is visible on the current screen and subsequently generated transaction reports.

Note: Depending on your user settings, you may have this detail hidden on the page. Click the option for Show Filters at the top right of this page. You should now see your viewing options.

Note: View settings are user-specific, so changing these settings will not impact other user accounts unless the account is shared between multiple people.

General Audit Settings

This is the standard configuration for general auditing. You can change the view settings at the top of the page. There is a series of checkboxes and dropdowns with various view setting options.

Ensure only Sales and Refunds are selected.

Ensure Non-Problems and Problems are selected.

Ensure all accepted card types are selected.

Ensure all the supported capture methods are selected (e.g., Swipe Manual). If unsure, enable all that are listed.

Select Apply Filters after configuring the above.

Line-By-Line Auditing / Reconciliation

Occasionally, you may find a discrepancy between your Interface report and your Transaction Manager Report. If you cannot identify the discrepancy between your reports, you should perform a line-by-line audit.

Line-by-Line auditing takes itemized transaction reports from both your Interface System and Transaction Manager and crosses off or highlights matching values on each report until there are only mismatched details remaining on either report. This identifies the problem(s) that caused the discrepancy.

You should speak to your Interface Provider about which report would provide an itemized view of your Interface's transactions. As for Transaction Manager, this is the Detail report.

LTM - ArchivedTransactions_DetailReport.jpg

The identified values from the two reports are the items causing your discrepancy and should be researched in the Interface software to understand the originally intended outcome (e.g., if it should have been canceled, refunded, an added tip, or needs to be closed out).

Quick and Advanced Search

You can perform a search in Transaction Manager using either Quick Search or Advanced Search to review your transactions. The asterisk (*) may be used as a tool to focus a Quick Search or an Advanced Search. For example, *0328 will search for any fields that have the last four digits of 0328.
Important: Only the previous seven days are searched when using Quick Search.

Quick Search

To perform a Quick Search, navigate to the top right of the search box, enter one of the identifying transaction details below, and select Enter or the Quick Search option from the dropdown.
- Invoice Number
- Full Card Number, Last Four, or First Four (*XXXX or XXXX*)
- TrueToken
- Clerk Number
- Transaction Amount
If the transaction is found with the entered search criteria, the following reminder should appear within Transaction Manager:

Advanced Search

You may get more results if you use Advanced Search, which is accessible through the Transaction Manager reminder or by selecting the magnifying glass and configuring a date range.

To perform an Advanced Search, navigate to the top right of the search box and select the Advanced Search option from the dropdown.

If you are looking for a transaction between a particular date or within a specific time span, change this information at the top of the search options. Otherwise, leave this blank, and it will look back through two years (to date) of transactions.
- To perform advanced searches, you need to enter the search criteria at the top of the Advanced Search page.
- You would want to check the corresponding option in Fields to Search based on your entered criteria.
- Under Transactions to Search, enable all options (Sales, Refunds, Authorizations, Voids, Current, and Archives).
- After filling out your Advanced Search details, select the topmost search option to populate a list based on the criteria set for this search.

- If the search completes with no transactions found, the following message should appear:

If the transaction is not found within the interface but is found only in Transaction Manager, review the Audit Trail to determine the source of the transaction request.

If the Source Detail shows OTN:[Username] like the picture below, this transaction was placed into Transaction Manager directly via online or offline entry, which is why it is not showing on the Interface report, as the user chose to bypass the Interface reporting.
For each edit or update on this invoice, you will have more Source Detail boxes listed.
- The source details that are listed last are the most current edit or posts to occur for this invoice.
Should you not know why this transaction was performed in Transaction Manager directly, it is usually best to speak to the user who performed the action.
Any other value here is typically the program or interface name that sent the request to Shift4.

Once the transaction has been identified, we can make an adjustment within the system to show the discrepancy. Visit the article Adjust Transactions.

Note: Adjustments can only occur if the Transaction Manager batch has not been closed.

Some transactions that show on the interface report but not in Transaction Manager may be attributed to processing errors concerning timeouts or invalid requests. Rejected transactions, highlighted in red, show as problem transactions in Transaction Manager.

If completely missing from Transaction Manager, the transaction:

Is deleted after two years
Is open (unsettled) in the Interface
Timed-out processing to Shift4 from the local internet
May have bypassed Shift4's systems and used another system for the Transactions capture