Credit Card Transactions Showing Red X or “Declined” Message

Symptoms

• A transaction shows a large red X on the terminal screen.
• The terminal initially displays “Declined.”
• The same transaction later appears as processed in the evening or during batch settlement.

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Cause

This situation occurs when the transaction does not sync immediately but clears later during batch processing. It can happen due to temporary communication delays between the terminal and the processing network.

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Resolution

1. Log in to your Web Portal for the credit card processor.
2. Select Transactions from the main menu.
3. Filter or search by:
   • Date
   • Terminal ID
   • Transaction total
   • Or the last four digits of the card number
4. Open the transaction record.
5. Depending on timing, choose:
   • Void — if the transaction occurred the same day
   • Refund — if the transaction occurred the next day
6. If a refund is needed:
   • Notify the customer that the service fee will be refunded to the clerk’s account.
   • Email Jason and Gavin at One80 with:
     • A screenshot of the transaction
     • The last four digits of the card number
     • The transaction total
     • The amount of the service fee to be refunded

Notes

• The Web Portal is available only to counties — SMLLC staff do not have direct access.

• If you are assisting a clerk, guide them through the steps above, but do not attempt to access the portal yourself.

• Always confirm whether the refund was processed before closing the issue.