A credit card payment was posted twice in Denticon; but only one payment is indicated in TSYS or Open Edge. One payment was deleted in Denticon which voided it in TSYS or Open Edge. There is still the second payment in Denticon, which cannot be deleted.

When Denticon sees this situation, we discover that the payment screen is refreshed somehow, usually in one of these ways:

• F5 key
• refresh screen
• backspace button

Each of these actions will create a duplicate payment transaction in the Ledger. Only one of the credit card transactions will be correctly associated with a TSYS or Open Edge transaction.

The duplicate transaction is an “orphan” transaction which is not associated with any TSYS or Open Edge transaction. The Denticon orphan payment cannot be deleted from Denticon. Likewise, because it not associated to a TSYS or Open Edge transaction, there is not a way to correct the transaction in the office’s TSYS or Open Edge account.

To correct, the office should enter a manual adjustment to financially adjust the ledger balance.

NOTE: For data security and HIPAA compliance, Denticon’s Support team does not remove or edit duplicate credit card transactions from account Ledgers. Any correction to a Ledger must be accomplished by the dental office.