Cannot resubmit declined orders

[ajasko]

If a customer’s payment is declined because the info they entered is incorrect, I can no longer retry capturing the card in the order admin. When an order is declined, in the Able order management it shows the result as “FAILED” and then gives the explanation for why the card was rejected. However, underneath that it says “Manual Void Successful.” This did not used to come up in older versions of the software. I don’t know why this manual void thing comes up at all… I did not do any sort of manual void. Before this manual void appeared, I was able to select “retry” under “Tasks,” to retry capturing the card. Now with this manual void thing going on that option no longer comes up, so I cannot retry it.

Is there a way to fix this?

AND

What is the purpose of this manual void thing, and why is it there if I did not manually void anything?

[AbleMods]

The only times I've seen a manual void is:
1. The order was cancelled via the Cancel Order and then the status was subsequently changed back to another order status.

2. The Void Payment option was selected from the payment task dropdown.

3. You have enabled the ability for the customer to retry their payment information during checkout. If you have this ability enabled, then the system must automatically void the previous payment attempt since it was a failure.

#3 may be enabled by default on a new installation, I'm not entirely sure though. I am pretty sure there's a way to disable the retry-if-failed feature during checkout. But I don't know where - haven't played it with since it was included in the base AC7 install.

[ajasko]

Thanks for the help. I most definitely do want to keep this option enabled during checkout. The reason I was asking is because I wanted to be able to use the "retry" option on the dropdown menu after a bad card has been put through. This is not possible once the manual void happens, however. Anyway, this is just a feature that might be a little helpful to my shipping manager but is not really essential.

[AbleMods]

Yeah it's kind of a catch-22 situation. Able added the retry-during-checkout feature shortly before AC7 went to Final, so it didn't get a lot of field testing.

Eventually it needs to be designed where either the customer or the site admin can retry the transaction - I think that would make it most efficient and convenient for everyone involved.