Fix attention payments

Step 3 of 6
The Payments requiring attention page lists the following payments:
  • payments in Attention status—Smile cannot determine a status for the payment. You must manually fix these payments.
  • payments in Declined status—a payment gateway has rejected the payment. Smile automatically performs credit control actions on these payments, if configured to do so.
  • payments in Cancelled status—an operator has cancelled the payment. You do not need to perform any action on these payments.
Tip: To quickly access the Payments requiring attention page, click Attention Payments in the Smile Home Dashboard. The number on the Attention Payments dashboard tile highlights the number of payments that require attention.

This task explains how to fix payments requiring attention.

  1. On the Smile menu click Billing, then click Payments.
    The Payments page is displayed.
  2. Click View attention payments.
    The Payments requiring attention page appears and displays any payments in Attention, Declined or Cancelled status.
  3. (Optional) Click Clear Declined and Clear Cancelled to clear declined and cancelled payments from the payment list.
  4. Reconcile any payments in Attention status against a statement from your payment provider.
    Ensure that you take care when you reconcile the payments. If you do not correctly reconcile the payments, you may overcharge or undercharge a customer.
  5. After you determine if a payment was successfully processed, click View next to the payment.
    The Payment window is displayed.
  6. Do one of the following:
    • Click Transfer log to display previous attempts to process the payment.
    • Click Print to print the payment to screen.
    • Click Email to create an email with a PDF attachment of the payment details.
    • Click Manually Accept to accept the payment without processing it.
    • Click Manually decline to decline the payment and raise a decline fee against the account.
    • Click Cancel payment to cancel the payment without raising a decline fee against the account.
    • Click Close to close the Payment window.
  7. Complete Steps 5-6 for all payments in Attention status.