Wind River Cc Integration Troubleshooting

Document Version	v.3
Document Last Updated	2/14/2025
Software Version Documented	v.10.1.17

Overview

For any non-technical questions, examples include: Login information for various WRF Portals, questions regarding fees, chargebacks, PCI-DSS security, etc.

Please contact Betsy Reznikoff (assigned Relationship Manager, lead support for all Savance Enterprise ERP clients) and/or Wind River General Support. Wind River Financial will follow up directly with you within 1 business day of the inquiry.

Email: breznikoff@windriverfinancial.com

phone/text: 608-442-6816

Wind River Financial General Support: info@windriverfinancial.com

If Wind River Financial is showing No Connection

If Wind River Financial credit card integrated customers are showing no connection:

Verify devices are all plugged into a router with an active internet connection.
If there haven’t been any recent changes with your network/IT provider restricting outbound network access.
Reboot Credit Card Device:
- Reboot your device by holding down the “.,#*” key and the yellow key for a few seconds and the device will restart.
Check Connection Status:
- On the credit card device, press zero four times. This will take you to the Unified Payment Platform screen to see the connection status.
Contact Savance Enterprise Support and provide:
- That the above items have been completed
- Serial Number(s) of the devices impacted
- When the issue began and if it is still occurring
- Any specific error messages received (if applicable)
- A copy of the API response text received from the gateway (if applicable)
- Pictures of the UPP screen (UPP screen can be accessed by pushing “0 0 0 0” on the device from the main screen)

If Transafe/Monetra is Down

In the event that TranSafe/Monetra is down, you will need to obtain your virtual terminal login from Wind River Financial. Please see the above section for contact information.

Placing a Sales Transaction

The section below will describe how to place a simple sales transaction within Savance Enterprise in the scenario that your credit card processor is down.

Once you’ve completed entering an order and select ‘Convert’ you will be prompted with the ‘Receive Payment’
First, select the Payment Type “CASH”
Next, uncheck ‘Capture Signature’
Verify the total is correct and finally, select ‘Accept Payment’
If prompted for a signature on the Signature Prompt screen just select “Customer Not Present” or” Device Problem” and click ‘Accept’.
Next, log in to the virtual terminal: https://portal.transafe.com/
- NOTE*: You will need your login and password information from Wind River Financial.
From the dashboard using the navigation go to Transactions > Sale
The sale Transaction screen will appear and will default to the ‘Device’ tab. Your connected Device’s information will automatically default here.
Next, select the ‘Card Details’ Tab.
- NOTE: Anything with a blue box will be required information, anything in a gray box is optional.
Enter the ‘Total Amount’ from Savance, including tax.
- NOTE: If the order is non-taxable select the ‘Tax Exempt’ box.
Enter credit card information. (At a minimum provide: Card Number, Exp., CID, Cardholder Name, and billing zip code)
- By default the ‘Phone order’ box will appear and be checked, you may leave this as is.
- Do not save the card for future use
Next, select the ‘Transaction Details’ section. By default, Transafe will provide its own order number, just remove and enter the Savance Order Number in the Order Number field for your records.
Finally, select ‘Process’. You will next see an approval screen if the transaction was approved.
Select ‘View Receipt’
Print two copies of the receipt, one for the customer, and keep the additional copy for your records.
Set a copy of the receipt aside, this will need to be accounted for within your reconciliation for the evening since all virtual transactions will remain as cash.

Refunding a Transaction

In the event that a credit card transaction has been settled already, and you need to create a return and refund the customer’s credit card

First, you will need to search for the recently placed order, by using the order number, account name, or number by selecting ‘Open’ and search the object browser.
Once you’ve located the correct order, select ‘Open’ or click on the highlighted order in the results box. NOTE: If you don’t have the original order number you may start the refund process by selecting New > Return Request/RMA from the menu.
While viewing the order select the ‘History’ tab
Select the ‘ Return Order/ Item orange button in the top right to open an RMA.
Make all the necessary changes to the return and once completed select ‘Convert’.
On the ‘Refund Money’ screen select the Refund Type as ‘Cash’, verify the amount and select ‘Issue Refund’.
Next, log in to the virtual terminal: https://portal.transafe.com/
- NOTE*: You will need your login and password information from Wind River Financial.
From the dashboard using the navigation go to Transactions > Refund
- *
The sale Transaction screen will appear and will default to the ‘Device’ tab. Your connected Device’s information will automatically default here.
Next, select the ‘Card Details’ Tab.
- NOTE: Anything with a blue box will be required information, anything in a grey box is optional.
Enter the ‘Total Amount’ from Savance, including tax.
- NOTE: If the order is non-taxable select the ‘Tax Exempt’ box.
Enter credit card information. (At a minimum provide: Card Number, Exp., CID, Cardholder Name, and billing zip code)
By default the ‘Phone order’ box will appear and be checked, you may leave this as is.
Do not save the card for future use
Next, select the ‘Transaction Details’ section. By default, Transafe will provide its own order number, just remove and enter the Savance Order Number in the Order Number field for your records.
Finally, select ‘Process’. You will next see an approval screen if the transaction was approved.
Select ‘View Receipt’
Print two copies of the receipt, one for the customer, and keep the additional copy for your records.
Set a copy of the receipt aside, this will need to be accounted for within your reconciliation for the evening since all virtual transactions will remain as cash.

Voiding a Transaction

Very similar to refunding a credit card in the event that you need to cancel the order and void a sale because the transaction has not been reconciled/settled for the day you will need to follow the following steps.

First, you will need to search for the recently placed order, by using the order number, account name, or number by selecting ‘Open’ and searching the object browser.
Once you’ve located the correct order, select ‘Open’ or click on the highlighted order in the results box.
While viewing the order go to the ‘History’ tab.
Select ‘ Cancel Order’ in the top right and then confirm you wish to cancel the order.
On the Refund Money prompt select ‘Cash’ (the reason you are selecting ‘Cash’ is due to the fact that this was the payment type selected when the sales transaction was processed while the credit card processor was down.)
Select ‘Issue Refund’. The order has been canceled and now you can void the transaction.
Next, log in to the virtual terminal: https://portal.transafe.com/
- NOTE*: You will need your login and password information from Wind River Financial.
From the navigation select Reports> Open Transactions
All of your open unsettled transactions will appear.
Find the transaction you are looking for and select the = and from there select ‘Reverse/Cancel Transaction’.
Confirm you want to reverse/void the transaction.
You will receive an approval screen.
Select ‘View Receipt’
Print two copies of the receipt, one for the customer, and keep the additional copy for your records.
Set a copy of the receipt aside, this will need to be accounted for within your reconciliation for the evening since all virtual transactions will remain as cash.

Checking URLs and Firewalls

If you are having problems with the Savance webstore not being able to process the credit card orders, try verifying that these URLs and Ports are not being blocked by their firewall.

URLs: upp.uniterm.transafe.com & live.transafe.com. If needed, the specific IPs are

23.182.192.70 and 23.182.192.10 on ports 443, 6000, 6001, 8123 & 8665