Find & Fix Duplicate Charges
Now and then a card gets charged and the sale doesn't line up behind it. The customer's statement says one thing, your day says another, and at closing the batch won't match. Find & Fix Duplicate Charges is the screen that sorts that out.
It lists charges sitting at your processor that don't have a matching sale in TORO, works out what most likely happened to each one, and gives you the one button that fixes it.
Why a Charge Ends Up Loose
The most common cause is worth understanding, because TORO now handles it far better than it used to.
When the card machine approves a payment, TORO goes back to the processor to confirm it. If that confirmation didn't get through — even for a second, on a flaky connection — TORO used to refuse the payment and tell you the charge wasn't in the batch. The customer's card had already been charged. So the cashier, quite reasonably, rang the sale up as Cash or Other to get the customer out the door.
Now TORO tries the confirmation again. If it still can't get through, it accepts the approved payment, tells you plainly not to run the card a second time, and asks you to check it here before you close the drawer.
Reading the List
Each row is a charge at the processor, with TORO's read on what it is. The two you'll act on:
CHARGED, RUNG AS OTHER → RELINK. The card really was charged, and the sale was rung as Cash or Other. The customer paid once, by card. Press RELINK Charge to Sale #___ and TORO moves the sale onto the card payment.
Nothing is charged again and nobody is refunded. All this does is correct how the sale was paid, so your day matches the processor's deposit.
A genuine duplicate. The customer really was charged twice. VOID This Charge gives back the one that shouldn't be there.
Rows already voided, or already refunded, are marked as such so you don't work them twice.
The Warning You Should Not Click Past
If you press VOID on a charge TORO has flagged for RELINK, it stops you with a warning. Read it.
Voiding one of those refunds a customer who only ever paid once — you're out the money — and leaves the sale on your books recorded against money nobody handed over. It's a loss in both directions. The screen steers you to RELINK instead, which is almost always what you actually want.
The Other Buttons
- Manually Build Transaction in TORO — for a charge where no sale exists at all, so you can construct the matching sale.
- View Transaction — opens the sale a charge is tied to.
- View Payment on PayaConnect — opens the charge at your processor, when you want to see it from their side.
- View Trace — the technical record, for when support asks.
- Open Batch Analysis Tool — jumps across to the batch tool if you're chasing a whole day rather than one charge.
Right-click any charge to copy its processor key, its payment ID, or all of its details at once. That's the one to remember when support asks you to read a long code over the phone.
When to Run It
Before you close the drawer, on any day where a card payment behaved oddly — a terminal that hung, a "not in the batch" message, anything a cashier rang as Cash after the card had already gone through.
It's much easier to fix on the day. Once the batch has settled and the deposit has landed, you're reconciling against a bank statement instead of a screen.