Trident1POS Customer Service

How to utilize the most recent transaction Functionality in Trident1

As of the August 6th, 2020 release, Trident 1 has released functionality tying most recent confirmed transactions from Expinet in a user prompt in the point of sale.

User case background:

A VIP Trident 1 account was receiving escalated phone calls from customers stating they had been getting charged twice.  After searching in the Expinet gateway, Trident1 support as well as PaySafe support verified that indeed the customer was getting charged twice.  After extensive research, the behavior was verified as such:

  1. User prompts a credit card transaction from the POS

  2. Customer receives requested actions from the Expinet terminal

  3. Customer receives approval from Expinet terminal

  4. Progress bar is still on processing on the POS as if it never received a response from the terminal

  5. User cancels the progress bar and initiates another transaction

  6. Customer doesn't believe a confirmation was received so then initiates another transaction

  7. The second transaction completes properly

The issue had three main items that needed to be addressed:

  1. Why is Trident1 not receiving a response from the Expinet terminal?

  2. How does Trident1 fetch a response from Expinet if there is an approved transaction

  3. How does Trident1 fetch said approval response from Expinet and attach it to a sales order

Release Note:

Feature Enhancement: Most recent transactions within Trident1

There was a pre-existing customer bug that has resulted in duplicate charging of customers due to terminal responses not registering to the sales order.   An enhancement has been made to the POS where a second swipe of the card at the same terminal, if the salesperson did not receive confirmation, will prompt the user that a completed transaction has been found and would they like to attach it to a sales order.  Additionally, if there is a second swipe at a different terminal for the same amount found on Expinet not attached to a sales order, the option will be presented to the user asking if they would like to attach a confirmed transaction to this sales order.  Note: this 2nd action is discouraged.

Procedure:

How to utilize the most recent transaction functionality in Trident1

Clear Browser Cache

The user must first clear their browser cache in Firefox to utilize the new functionality.  This can be done in multiple ways:

  1. Pressing Ctrl + F5 multiple times and checking the screen refresh which is a graphic indicator that the cache is being cleared.

  2. Suggested: Going to Options > Privacy & Security > Clear Data > selecting Cache and Cookies from all time.   This procedure can also be found in the knowledge article: Clearing Cache and Cookies on

Note: Deleting cache/cookies will reset the register to default on your PC and the user will need to once again select the intended register/terminal configuration.

No Response Credit Card Payment Flow

The payment can/will be stuck and the user will see the following image on their POS screen awaiting a response from Expinet to Trident1.

As the user can see from the image above, this transaction is essentially hung and waiting for a response from Expinet.  The user now has the option to click on today's transaction which is a new feature added to Trident1.

1. Wait for message "Something went wrong, payment timed out.  Please check Today's Transactions for payment confirmation."

 

2. User will click the Today's Transaction button under this error box

 

Today's Transaction User Flow

There are a variety of ways built in to the Today's Transaction button where a user can affiliate a completed transaction approval to a sales order in progress.

Auto Attached

  1. User clicks on Today's Transaction immediately after the In Progress transaction message

  2. The POS will attempt to match the transaction with certain matching criteria: amount, customer name, sales order number and date.

  3. After the criteria has been verified, it will auto-attach the approved confirmation to the sales order

Manual Attach

If the user has closed the transaction pop-up and is attempting to perform the transaction again with the same combination of criteria (i.e. amount, customer name, sales order number, and date) the system will prompt a different behavior.

  1. User closes the transaction pop-up before a confirmation response is received from Expinet

  2. User will then attempt another transaction

  3. Trident1 will generate a pop-up asking user to confirm the Today's Transaction as an approval already exists for the customer

  4. User will check the Today's Transaction log

  5. User will click on the Attach button

  6. By clicking Attach, the payment confirmation will be automatically attached to the initiated sales order

 

 

Trident1POS Customer Service