Applies to: Broadlume Payments
Covers how to handle a transaction that gives a different response in RollMaster than on your terminal or in your payments web portal.
Does not cover: Cyncly Payments, Cyncly Pay, or Payments Flex
After processing a charge, the terminal may indicate success while RM (the software) displays a failure message - or the software fails to read back transaction information from the terminal at all. This typically happens when the connection between the terminal and Wi-Fi/ethernet is lost.
Key Principle
If a connection loss causes the software to show an inaccurate result (e.g., "unsuccessful"), the terminal itself still reflects what actually happened. Always trust the terminal's outcome over the software's reported status.
How to Verify
- Pull up the transaction list directly on the terminal to confirm the actual result.
- Check your payments web portal to confirm whether the charge appears there as well.
Resolution Steps
If the software shows a different result than the terminal/portal:
- Check the terminal connection, then check the portal. If a discrepancy remains between the portal and the terminal result, contact bmssupport@broadlume.com for confirmation before taking any further action.
- Re-post the Deposit/Payment using "Skip Broadlume Payment." This documents the transaction in your software without sending a second charge through the processor. Your software will then correctly reflect the deposit or payment. Once posted, link the transaction to the portal record using the Transaction Match process.
Why This Matters
Trusting the terminal's result helps merchants avoid duplicate charges, which can lead to credit card disputes or chargebacks.
If a Customer Is Double-Charged
Contact the customer proactively and let them know a refund is being processed — ideally before they initiate a chargeback.