Next, click on the [Add Sale] button inside the closed till. This will open the closed till for you to work in. You will know you did it correctly because the cash register will turn light orange, and in the upper left you will see a message that states you are working in a closed till with the till number. (See video for details)

Once inside the closed till click on the [Look Up] button and find the customer account, then click on the [Account Details] button. Once there locate the transaction that is not showing up on the processor side. If it is not showing in their list make sure you click on the show 'All' and "All in family group' located on the left under Show and View drop-down options. (See video for details)

Next, highlight the transaction and click the [Refund Item] button. Then put in a reason for the refund, such as "The transaction did not go through on the processor side, refunding inside of Sportsman to reflect and match the processor."

Then proceed to the cash register. From here you will then click [check out] and choose the credit card refund option. Once the pop-up with the credit card information comes up you will need to change the drop-down to say 'Record ONLY'. This will make it so that you do not need to give any funds back to the customer but shows that no money was collected.

***NOTE*** This fix should ONLY be used if the transaction did not go through on the processor's side. If it went through on the processor's side but is not reflecting in Sportsman you will need to follow a different guide to fix it.

If you do this correctly you will see the refund of the amount inside of the till and the original transaction that did not go through. At that time you can finish reconciling the till.

Record Only Refund