If you're using CardConnect as your payment processor, you have access to the CardPointe portal to review charges. Customers may periodically ask you to review charges if:

  • They haven't seen their refund processed
  • They are seeing a charge on their credit card statement for a transaction that didn't go through
  • They see multiple charges on their credit card statement
  • They see an unauthorized charge on their credit card statement

Before spending too much time searching for a charge in CardConnect, learn more about:

Using CardPointe to find a charge

Before you start your search, you'll want to make sure the customer is asking about an order they placed online and not in-store. Next, you'll need information about the transaction such as:

  • Date the charge was made
  • Amount charged
  • Last 4 digits of the credit card used

If you have a Brandibble order ID, this is enough to get you all of the above, simply follow the steps below to get there:

  1. Go to Reporting > Orders 
  2. Enter the Order ID in the search field and click enter
  3. Click on the green Order ID number
  4. Scroll down to Tenders and you'll see the information listed above

Once you locate what you need, log in to your CardPointe portal and follow the steps below:

  1. Go to Reporting
  2. Click on Date and select a start and end date (it's usually a good idea to select one day before the transaction was made as the start date and one day after as the end date)
  3. In the Search field, enter either the amount charged or the last 4 digits of the credit card used
  4. Find your transaction from the results to figure out what's going on with the charge
  • Declined means the credentials didn't match or the customer didn't have sufficient funds to place the order
  • Voided means the charge was canceled before the funds were captured (see below)
  • Authorized means the funds have been placed on hold with the customer's bank (essentially, the merchant has gone to the customer's bank to make sure they have sufficient funds to process the transaction)
  • Captured means the funds have been released 
  • Processed means the funds have been transferred

If you're unable to find the transaction in CardConnect or you're having any other issues, you can reach out to their support team directly with the information below.

Support Email: cardpointesupport@cardconnect.com
Support Phone
: 877 828-0720
Support Site: https://support.cardconnect.com

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