Where can I find a breakdown of my Monthly Processing Fees?
Any reports regarding processing credit cards with RosyPay and the fees that come with it are located in the Merchant Statement located in MerchantTrack. This can be found by navigating to Manage>Advanced Settings and clicking Manage under the category Credit Card Processing. At the bottom of the page you will see an option to Enter MerchantTrack. If it says unable to access MerchantTrack it is likely because your profile you are signed into does not have an email address associated with it. You will need one to access MerchantTrack so please navigate to the employees page to add one to your Employee profile.
Once you are in MerchantTrack you can click on Reports on the left. The report to find past month’s processing volume and fee’s is labeled Merchant Statement. Select the Month and Year you would like to run and once you submit you will have what you need!
I received a chargeback notification. What does that mean and what do I do?
If a client disputes a transaction with their bank for a transaction you charged, you will be given the opportunity to state your case before the chargeback is ruled that the client or merchant is at fault. You can use the MerchantTrack reports for more information on the chargeback to find when the transaction was originally charged, when it was disputed, and why it was disputed. With that information, you will want to look in Rosy for any information that supports your case. Some common supporting documents that can be found in Rosy are:
- Your custom messages that include your business policies such as cancellation policy- Can be found by navigating to Manage > Advanced Settings > Manage Custom Messages
- The appointment log- Can be found by clicking the appointment/ canceled appointment on the schedule > Appointment Log
- The ticket receipt- Can be found by navigating to the Ticket List for the date of the transaction
- The credit card receipt- Can be found under the payments section of your closed ticket. Clicking the printer icon will show the transaction information as well as if a signature was captured.
If you have further questions about a chargeback, you can contact Fullsteam Support at 334-329-6775 > ext 4 Payment Services > ext 4 Chargeback Department or email chargebacks@fullsteam.zendesk.com
How do I understand the status of a transaction?
If the status of your transaction does not say Batched, it could mean a number of different things. Some statuses, such as Voided or Refunded, are self explanatory. When the status is marked as Failed, you might need a little more help understanding.
- None or Pin Pad Error- If you are seeing either of these errors, it typically means that your terminal lost signal to your network before it was able to attempt processing the payment
- Declined by Issuer- The client’s bank rejected the payment. If you click on the transaction ID number, usually you can get more context like if it was placed on hold due to suspected fraud, insufficient funds, etc.
- Processor invalid data response or Bad Card- This usually happens when processing a manual entry card payment and something was typed incorrectly or if a card on file was saved and has since expired or changed. Clicking the transaction ID will usually point you in the right direction of what was not accepted.
- Timeout- If you send a transaction over to your terminal, but the terminal does not recognize activity within a couple minutes, it will time out. Return to Rosy and select Pay by Card again to retry the transaction.
How do I verify a transaction was processed?
If you attempt to collect payment on a ticket in Rosy, but the ticket did not close, you should first check MerchantTrack before trying to run the card again. Do so directly from your Dashboard by selecting Recent Transactions: View Report.
If the transaction status is listed as Batched, the transaction was processed successfully. You can reach out to our support team to close the ticket stuck open in Rosy.
I accidentally charged a client twice, but only see one transaction in Rosy. What now?
If you are only seeing one transaction in Rosy, but see two batched transactions in MerchantTrack, you will have to refund the duplicate transaction from MerchantTrack. Use the Reports tab from the toolbar to select Transactions Report > Set both the start and end date as the date your client was charged.
Once you have located the duplicate transaction, you will want to select the transaction ID number of the first charge. After doing this, you can click “Refund” in the Actions box and proceed with refunding the duplicate transaction.
