We have recently noticed a trend in Artisan 4.8 that can result in duplicate transactions when using the cancel button on the Artisan Screen. (The Cancel button on the PIN pad does not seem to have a problem.)
Please read this article to learn more about the issue and how to best avoid it.
Pressing the “cancel” button within Artisan cuts communication between the program and the PIN Pad.
Since the communication is cut off, the PIN Pad is not aware that the payment was canceled and still expects payment (by swiping, inserting, tapping, or manually entering the card).
While the cancelation is acknowledged on the Artisan payments screen, it does not show in the payment processing log.
Solution (for now)
To cancel the transaction, press the PIN Pad’s cancel button (this is normally a red button on the device).
Artisan will detect that the payment was canceled.
If the card has already been inserted and you press the cancel button while the payment is still going through on the PIN pad, the PIN pad will ask for you to remove the card. Artisan will still recognize that the payment was canceled and will ask how you would like to move forward.
Solution (coming soon)
We are working to take advantage of newer Datacap features and make general improvements to this cancel process when performed directly from Artisan. Please keep an eye out for an update.