Guest's Credit Card is authorized and approved on the Pin Pad but is not showing on VM Cloud

Guest's Credit Card is authorized and approved on the Pin Pad but is not showing on VM Cloud


This normally happens due to the card being pulled out prematurely of the PinPad before Visual Matrix completes the tokenization process.
When a guest inputs their credit card, he/she will pull it out when the pin pad beeps, thinking the process has completed. Unfortunately, on VM side, it might not be the case. They need to leave their card in until the agent confirms it is ok to take it out, meaning when the credit card is tokenized and a successful authorization shows in the reservation.

How to resolve it?
The only way to avoid a second authorization on the guest's credit card is to retrieve the authorization number from your credit card gateway portal and manually input the guest credit card and the voice authorization code into Visual Matrix.




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