Note: An order can only enter a Suspicious / Held order status if Authorize.Net's AFDS (Advanced Fraud Detection Suite) is properly configured and enabled for your storefront. If an order does enter this status, it is due a filter being triggered within AFDS. For more information on configuring AFDS, refer to this article on how to configure your filter.
- After receiving an email notification from Authorize.Net, you will need to login to CardProv (http://cardprov.securetree.com/) using the credentials that have been provided to you by either your internal IT person or a Netmasons Team Member.
- Once authenticated, navigate to the 'Orders' tab if you are not already there. At the top of this page, you will see a module showing the number of orders being held.
Note: The 'Flagged Orders' module is a filter for the Orders Grid. If no Held or Stuck orders exist, said CTAs (call to actions) will not be displayed. Additionally, if the Held or Stuck CTA has been clicked, to clear that specific filter, simply click the Clear Filters button at the bottom of the Flagged Orders module. It is worth noting that the Clear Filters CTA will also clear any additional filters that have been selected on the Order Grid as well.
The two CTAs (call to actions) available are 'Held' and 'Stuck'. Click on the 'Held' CTA to filter the order grid to show only the orders that have said status. After the order grid updates, click on the Order Id to view the Order's detail page of the order in question.
When viewing the Order Detail page of the order in question, you will be given two choices at the top of the Held order. Upon making your decision, you will also need make the same decision within your Authorize.Net account.
After Approving or Canceling the order within CardProv, the order will either proceed within the system or be cancelled. However, in the case of approving the order, the funds have not been captured.
To complete the approval process, log into your Authorize.Net Merchant account and select the pending transaction that has the same corresponding Reference Id. The Reference Id is provided to you in a couple of places within CardProv. Location one is on the main Orders grid and the second location being on the order detail page under the Order Information. The screenshots below depict each of these two locations.
Upon locating the Reference ID of the recently Approved or Denied order, you now need to login to your Authorize.Net Merchant Panel and emulate the same decision previously made in CardProv. Until this point, the aforementioned order has either been approved or denied, but no funds have been captured or declined from the guest.
Once logged into your Authorize.Net Merchant Panel, navigate to the Unsettled Transactions area located in the left column of the home page within the Search section.
Locate the order that has the same Reference Number located within CardProv and select that order from the Unsettled Transaction grid. The Reference Number is called the Invoice Number when viewing the Unsettled Transactions grid.
After your decision has been made, the process has been completed. If the decision made was to Approve the order, all funds will be captured and the order will process through the system just as usual. In the event that the order was Denied, the original purchaser will not receive an Order Confirmation receipt and no funds will be captured by Authorize.Net.