What if you can’t match a transaction to an alert?

1. Check all internal systems where transactions may be stored. Many times, an Alert can be from a website, call centre or store that you may not have checked.
2. Try searching for the transaction using the ARN or transaction ID (if available). If the ARN is a match, the Alert/Transaction match is definitive.
3. Try searching by Card Number (first 6 last 4 digits) in a date range of +-3 days from the Alert date. If multiple matches are found, refine your search by: Amount & Currency, Exact Date / Time (if available), Auth Code, Order Id (if available).
4. Try searching for the transaction including all transaction states (Auth, Void, Decline, Sale, Refund) as well as all currency types (the Alert might come from the Issuer in CAD whereas the transaction might display in your gateway as USD).
5. If you use a processor who does not allow you to see or access ARNs or credit card numbers. Try searching for the transaction date combined with transaction amount and descriptor.
6. Check that the payment descriptor enrolled with the Alert providers is correct. If necessary, perform a test transaction on the MID to check how the Descriptor appears on the card statement. If you have received an Alert for a descriptor that does not belong to you, please contact support@payshield.ai to have it unenrolled from the Alert providers.