Resolve unresolved transactions

An unresolved transaction is a payment where the gateway approved and took the money, but something interrupted ChargeOn immediately afterwards — a dropped connection, a browser closed mid-payment, a momentary system limit — before it finished saving the transaction record. This is the first place to look whenever a gateway shows a charge that Salesforce does not.

Rather than losing track of a payment like this, ChargeOn catches the failure itself, at the moment it happens, and holds onto everything it needs to finish the job safely — the gateway's own response, the amount, and which record the payment belongs to. Nothing here means a customer was charged twice, or that money is actually missing; it means ChargeOn knows a payment happened and is waiting for someone to tell it to finish recording it.

Before you start

• You need access to the Unresolved Transaction tab and its records.
• Nothing else — resolving an unresolved transaction does not charge the customer again. It only finishes recording a payment that already happened.

Steps

1. Go to the Unresolved Transaction tab, or open the record directly if you were pointed at one.
2. Open the record you want to resolve, and check its Gateway Status — this is what the gateway itself told ChargeOn happened, so you know what you are about to confirm.
3. Click the Resolve quick action (the same action works on mobile).
4. Confirm. The dialog reads: "This action will create the missing Transaction History record using the stored gateway data and will not charge the customer again." Click Resolve Transaction.

What you should see

The record's Processing Status changes to Resolved, and a Transaction History record now exists with the payment's amount and gateway. If the payment belonged to an invoice, a recurring payment or a payment link, those are connected up too, exactly as if the payment had recorded normally.

If it does not work

Symptom	Likely cause	What to do
Capture or Void is blocked on a transaction	An unresolved transaction is still open against that same record	Resolve it first, then try Capture or Void again
Status shows Resolved but you still cannot find a Transaction History record	You may be viewing as a user without visibility to it	Check as an administrator, or review sharing on the record
A transaction from a gateway that redirects the customer away (Stripe, Adyen, PayPal, Razorpay, GoCardless) sits Unresolved for a long time	It depends on the gateway telling ChargeOn what happened, either through a webhook or by ChargeOn checking back periodically — and that check has to be scheduled	Confirm the transaction status job is scheduled — see the quick start guide's background jobs step (Part 7)