Payment Process Issues

Troubleshooting: Credit Card Terminal Payment Not Appearing in BulkSource

Issue: You processed a payment through the credit card terminal, but the payment does not appear in BulkSource.

Solution Steps:

Step 1: Determine the Payment Processing Mode

First, identify whether the payment was processed through Valor Connect (online mode) or offline mode.

• Valor Connect (Online Mode) -- Payments are processed through BulkSource's integrated payment platform and automatically appear in the system
• Offline Mode -- Payments bypass BulkSource and are deposited directly to your bank account without being recorded in the system

Payment Was Processed in Online Mode 

If the payment was processed through Valor Connect (online mode) but is not appearing in BulkSource:

1. Check the payment processing portal -- Log into your payment processing portal to verify whether the transaction appears there
2. If the payment appears in the portal -- Contact BulkSource Support, as there may be a sync issue between the payment processor and BulkSource
3. If the payment does not appear in the portal -- The payment did not successfully process. You will need to reprocess the payment.

If Payment Was Processed in Offline Mode

When the credit card terminal is in offline mode, BulkSource does not receive transaction data. The payment is sent directly to your bank account.

To reconcile the invoice:

1. Verify the payment -- Check your bank account to confirm the payment was deposited
2. Manually record the payment in BulkSource -- Navigate to the invoice and record a cash payment for the amount received
3. Add a note -- In the payment notes, document that the payment was processed through the credit card terminal in offline mode and deposited directly to your bank account

Important: Offline Mode Limitations

When payments are processed in offline mode:

• Surcharging is not supported -- Convenience fees (credit card processing fees) are not added to the customer's transaction amount. The customer pays only the invoice amount.
• Merchant pays processing fees -- The processing fee is deducted from the settlement and paid by the merchant (your organization) rather than being passed through to the customer.
• Fees are not tracked in BulkSource -- Credit card processing fees are not automatically recorded in the system. You will need to account for these fees separately in your financial records when reconciling your bank deposits.

CRITICAL: Offline Mode Should NOT Be Used for Standard Operations

Offline mode is NOT recommended for regular payment processing.