First, check if a duplicate payment exists on the portal and it’s status before issuing a refund through the portal.
1) login to your Online Portal
2) access your “Transaction History” tab on the left
3) adjust the date range to “this quarter” or a custom range, and enter the payment amount in the search bar (or the last 4 digits of the card)
4) see if there are duplicated records
a) if there are duplicates, click on the more recent transaction, then click on the “refund” button in the upper left (click “cancel” if not settled)
b) If there is not a duplicate payment in the portal, but shows as a duplicate in the Caterease event, verify in Caterease the transaction ID in the payments are identical and you can delete one of the Caterease payment records.
NOTE: We recommend only refunding duplicate transaction via the portal, and any other payments regularly through Caterease as the records do no automatic sync to Caterease should a payment be adjusted via the portal.
Duplicate payments can occur if there’s an interruption while the transaction is processing, such as a customer clicking the pay button more than once, going back and forward in the browser, or opening two payment windows and pressing the submit button in both. In nearly all cases, a duplicate transaction captured less than five minutes apart indicates a payer-initiated interruption.
Should any payment status not match the portal in these duplicated situations, we also recommend manually resyncing the status by updating the payment links in the event manually as shown in the steps below. Should the record still not update after the manual resync, please reach out to help@caterease.com with the event number and transaction ID (found on the portal) for our developers to sync:
