'Payment failed, so not posted' is the most common error. It can mean the payer has insufficient available credit on their card, has entered incorrect card details or that their card has for some reason been flagged by the card issuer.

In the case of incorrect data input, the payer may make multiple attempts to pay and may get it right eventually. However, the payer may also be prevented from multiple submissions by any limits you set up when creating the payment request or link. Once prevented from additional tries the payer is likely to contact you for assistance.

When the payer contacts you, look for notifications you have received from TransForm to see what type of error the system reported. AVS (address verification service) and CVV (card verification value) failures mean that the card data was entered incorrectly. Keep in mind that the system deliberately does not specify to the payer precisely which field is incorrect, since doing so would aid any potential fraudster. In cases where the issuing bank has not accepted the address, it is recommended to create a support ticket at both b4 and your gateway.

Advise the payer to confirm they are entering the same address details that appear on their credit card statement.

Use this list of AVS response codes to help you determine what specific address error may have been made.

In the case of a decline due to the card being flagged the payer must contact their bank to investigate further.

'Payment approved, but not posted' means the transaction has been approved by the payment gateway and the funds have been taken from the card to be deposited in your bank account — however, something technical is not working and has prevented the payment from being posted to the PMS.

Common reasons for this include but are not limited to:

The reservation was open on a workstation terminal when the payment was attempted. Opera cannot update a reservation when it is open on a workstation. When a payment request has been sent, ensure you have closed the reservation display.

Confirm the status of the reservation. TransForm can post to reservations, in-house and checked out bookings, but only on the day of departure. If the reservation was checked out previously you will need to create an AR account to have charges posted to via TransForm.

Another common cause is when updates to infor HMS Cloud interface are made, but have not been communicated to b4 — such as if you updated Cloud credentials. You must always provide the updated details to b4 so we can update your configuration and run tests to confirm the new setup works correctly.

Similarly, any configuration changes to the PMS payment codes (the two-letter credit card codes) must be communicated to b4. If for any reason your card payment codes change, you must advise b4 so we can make the same changes in your TransForm setup, as payments will not post if we are looking for the wrong card codes in the PMS. When these change, provide the updated codes to b4 so we can update your configuration in TransForm and run tests to confirm the changes work correctly.

With infor HMS properties using Shift4, we can re-push the payment to the PMS via TransForm to attempt another post on the reservation. This action can be initiated within TransForm reports. Once the transaction has been located you will see one of these 3 icons:

FreedomPay - https://b4checkin.atlassian.net/wiki/spaces/LIBRARY/pages/472678503

Shift4 - currently not available

Global Payments -

Elavon - https://b4checkin.atlassian.net/wiki/spaces/LIBRARY/pages/3053453313

While it may be tempting to take the credit card details by phone or fax, doing so seriously reduces your position during chargeback disputes. If at any time a member of your team sees and handles raw card details, the transaction is categorized by the banks and payment processors as “high risk”. This costs you higher transaction fees and significantly reduces your chance of winning the chargeback dispute. Best practice is to collect all card details only through TransForm, so card details remain invisible, masked or tokenized.