Sales (both earnings & redemtions) are manually entered by customers when they scan the code at checkout in your store. If there's a mistake (we've seen it all...customers enter $8400 instead of $84.00 or don't enter the correct receipt/invoice number) it can be fixed.
Fixing customer entry mistakes is easy:
- DO NOT APPROVE OR CONFIRM THE TRANSACTION YET
- First open a ticket here in the support portal (login account required; if your first time you'll have to create one...it is NOT the same as your FencyPay Merchant Dashboard login)
- In your FencyPay Merchant Dashboard, click on the details button for the pending transaction that has the mistake & make note of the SALE ID in parenthesis.
- Put this Sale Id in the e-mail or support ticket along with all information about what is wrong (amount, receipt number, etc)
- Attach any screenshots or copies of a receipt or sales verification to back up the discrepancy. Without this we can't be sure and the customers expect us to keep everyone honest.
- Submit the support ticket.
- Once we verify the details and make the update you'll be notified both in the support portal and by e-mail.
- Log in and APPROVE the transaction, verifying the details one last time.
- Done!
Article ID: 7, Created: 9/28/2025 at 8:26 PM, Modified: 9/28/2025 at 8:49 PM