Your software offers you two easy ways to reconcile your payments against TSYS (Transaction Express):

• The TSYS Autopay Unknown Error Detail report (perfect if you have multiple facilities!)
• The Reconcile tab (great for single-facility companies)

The TSYS Autopay Unknown Error Detail report

This report is found in the Corporate area of storEDGE and provides you with a downloadable CSV report of all unknown autopay errors incurred at all of your facilities for whatever date range you choose. This is an easy way to see all autopay errors without having to navigate to each facility separately in your software to see these details.

⚠️ This report is a CSV only. You will need to download the CSV and use Excel, Google Sheets, or a CSV compatible software to view it.

To run the report:

1. Navigate to your Corporate Reports tab.
2. Access the Financial reports category.
3. Enter your desired date range and select a facility group or all facilities.
   Tip: Filtering for the first of the month will help you see all unknown errors that may have occurred during monthly processing. 
4. Choose Generate Report to download a CSV or select Email Report to have the CSV emailed to the email address associated with your user account.

The columns available in the report include:

• Facility Name
• Tenant Name
• Amount of transaction
• Error Code
• Error Text
• Transaction ID
• Resolved (True or False)
• Scheduled date (scheduled date of the payments)
• User
• URL - this URL will take you to the Tenant’s History tab.
• Failed Event ID

How to use the report

You can use this report to reconcile any errors with your TSYS wallet. The data in the Error Code and Error Text column will give you insight into why a payment may have failed. The data in the Resolved column will give you insight into whether the error is resolved. The Transaction ID will provide the info you need to reconcile the transaction against data in your TSYS wallet.

The Reconcile tab

The Reconcile subtab in your Billing tab helps you reconcile your payments against TSYS (Transaction Express) without accessing your TSYS wallet. The tab will give you the status of each payment processed in storEDGE and TSYS and alert you if they’re mismatched. 

This tool does not resolve mismatched statuses between storEDGE and TSYS, but will give you a starting point to troubleshoot and investigate the payment so you can gain an understanding of whether or not a payment was truly successful or unsuccessful.

The Reconcile tab will populate all payments you run at your facility. You can filter the table by date to find payments processed during a specific time frame. ⚠️You may run the report for only the previous 62 days at most. Additionally, you can filter between all payments and autopayments or for payments that have a mismatched status between storEDGE and TSYS.

Each payment listed in the table will give you the tenant’s name, their unit, the invoice number, amount of the payment, the reconciliation status, and the statuses reported for the payment by storEDGE and TSYS.

You can easily export the data from your Reconcile tab should you need it. Just filter the table to your particular needs, click the printer icon in the top right corner of the Reconcile tab, and select your desired export format. You can can export data via PDF, CSV, or TXT.

How to use the Reconcile tab

We recommend using this tab as a starting point to troubleshoot payments that have mismatched statuses between storEDGE and TSYS. This can be especially useful at the beginning of the month when first of the month autopayments have been processed because you can easily see which payments have mismatched statuses and need to be investigated.

There are a variety of statuses that storEGE receives from TSYS. There are some that are generally considered to be successful, and some that are generally considered to be failures. Regardless, a status other than Success or Failed should be looked at more carefully. 

Successful payments

The following statuses that storEDGE receives from TSYS will be considered successful. When storEDGE receives these statuses from TSYS, we will display Success in the Processor Status column:

• Settled
• ApprovedMarkedForSettlement
• Funded
• Refunded

Failed payments

Any status that is not in the list above is considered to be failed. What's important to keep in mind about the Failed status is that both legitimate failures and false failures are possible. We recommend looking into failed payments to ensure that they aren't a result of insufficient funds, and expired card, or another legitimate reason before taking any action to resolve the failure.

Mismatched statuses

⚠️ In some casees, a mismatch between statuses is a result of a deleted payment method being used. This issue is being investigated. If you can't find an explanation for a mismatch, check the tenant's payment method.

There are various combinations of mismatched statuses that you may encounter. Below you’ll find a list of common mismatched statuses along with best practices in how to investigate and resolve them.