Advanced Ticket Sleuthing

Occasionally you might need to investigate your tickets. Often, you have limited information to work with. Maybe you have a repeat customer who feels that they have been double-charged, or maybe you have a customer that is not sure how their balance got so high. You can use these tips to better understand what occurred in one transaction or to a customer’s account.

Step 1: Gather Data

Prior to searching in Counterpoint, try to get as much information as you can, such as:

  • Date of transaction(s)
  • Customer Name
  • Last 4 digits of credit card number
  • Ticket total
  • Line of item(s) from transaction(s)
  • Store
  • Station
  • Transaction Number

Step 2: Using Transaction Data to Find Ticket

Using Ticket Reports

  1. Select Point of Sale → Reports → History → Ticket History
  2. Check the boxes for

    a. Print line items
    b. Show payment detail

  1. Use filters to limit the results of the ticket history

  1. Click Preview
  2. (Optional) Click the Binoculars in the Preview Toolbar to search for keywords

Using the NCR Secure Pay Portal

The NCR Secure Pay Portal is a great resource for researching credit transactions. If a customer reports that they were charged twice, you might want to start with the portal.

  1. In a web browser, navigate to
  2. Log in with your store’s Secure Pay user and portal password
  3. Click the Advanced Search tab

  1. Enter a date range
  2. (Optional) Choose a Card Type or Transaction Type from the drop-down menus
  3. Click the Magnifying Glass
  4. Click a column header to sort by that column
  5. NOTE: You can sort by transaction amount or card number

  1. Review data in the table
  2. Scroll to the right to view the corresponding ticket numbers in Counterpoint
  3. NOTE: If you Counterpoint ticket numbers contain a hyphen (-), you will need to add it into the ticket number when searching in Counterpoint.

Step 3: Reviewing Ticket Data

Once you have found the ticket number, you can use View Ticket History to see more information about the ticket.

  1. Select Sales History → Views → Ticket History
    NOTE: If you need to view an unposted ticket, select Point of Sale → Views → View Tickets instead
  2. Enter or look up the ticket number

  1. Use the tabs of the View window to review data

Step 4: Printing Ticket

  1. From the View window, click the arrow drop-down next to the Printer icon in the toolbar

  1. Choose RDLC forms for receipts that go to a receipt printer or Crystal forms for receipts that go to a Windows printer
  2. Choose a receipt style from the Report drop-down

  1. Click Preview
  2. Click Print

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