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Payment Processing Internal Process - Reconciliation Assistance

Summary Purpose: To provide a standardized procedure for assisting clients in reconciling their Union Manager Portal transaction data with their CardPointe funding details and bank deposits. Scope: This process is primarily for Direct venues using Card Connect as their processor. If a venue uses a different processor, they should be directed to that processor for reconciliation support. See Alternate Step-by-Step instructions for managing requests from Indirect venues who claim ‘No Help’ from their Processor. Applicable Teams/Roles: Payment Processing Team Frequency: As needed, typically for newer clients or after major processor updates.

Key Information

  • Prerequisites:
    • Active agent-level access to the HubSpot platform.
    • Access to the Union Manager Portal.
    • Access to CardPointe via the CoPilot portal.
    • Access to the "Master Recon Template" in Google Sheets.
  • Tools & Systems: HubSpot, Union Manager Portal, CoPilot, CardPointe, Google Sheets
  • Related Documentation:

Step-by-Step Procedure

  • Verify the Requestor's Identity:
      1. Before proceeding, confirm in HubSpot that the contact who submitted the ticket is listed as an authorized representative for that venue.
        1. If the contact is not authorized, do not proceed. Escalate according to the Escalation Path.
  • Triage the HubSpot Ticket
      1. Set the PROCESSING ISSUE REPORTED property to RECONCILIATION ASSISTANCE.
      2. Set the IMPACTED DATE RANGE property to the appropriate time frame requested from the venue
      3. Confirm ticket ownership.
  • Prepare the Reconciliation Spreadsheet
      1. Create a fresh copy of the "Master Recon Template" from Google Sheets.
      2. Add a link to this new, editable spreadsheet in an internal note on the HubSpot ticket for tracking.
        1. Ensure edit permissions are enabled for anyone with the link.
  • Gather Transaction Data from Manager Portal
      1. In the Union Manager Portal, navigate to Reports → Transactions Report.
      2. Apply filters for the specific date range requested by the client.
      3. Filter Payment Types to include:
        1. Card Present: Dip, Tap, Swipe
        2. Card Not Present: Mobile, Scan to Pay, Keyed
      4. Record the daily transaction totals in the appropriate columns of the spreadsheet.
  • Retrieve Funding Data from CardPointe
      1. Log in to CoPilot, search for the venue under "Customers," and select it.
      2. Click the Launch CardPointe button.
      3. In CardPointe, navigate to Reporting → Funding.
      4. Locate the funding date, which is typically the day after the transaction date (T+1).
      5. Click on the funding date to view the detailed breakdown of captured transactions and batch amounts.
      6. Enter this funding data into the spreadsheet to compare it with the Manager Portal totals.
  • Analyze and Finalize Reconciliation
      1. Use the notes column in the spreadsheet to document any discrepancies, fees deducted, or other relevant findings.
      2. If necessary, retrieve monthly financial statements from CardPointe for further verification.
  • Communicate Findings and Close Ticket
    1. Confirm the reconciliation is complete and the spreadsheet is accurate.
    2. Update the support ticket with a clear summary of the findings and outcomes.
    3. Notify the venue or appropriate internal teams of the results.
    4. Update the TICKET STATUS to CLOSED.

Alternate Step-by-Step Procedure for Indirect Venues

  • Triage the HubSpot Ticket
      1. Set the PROCESSING ISSUE REPORTED property to RECONCILIATION ASSISTANCE.
      2. Set the IMPACTED DATE RANGE property to the appropriate time frame requested from the venue
  • Prepare the Reconciliation Spreadsheet
      1. Create a fresh copy of the "Master Recon Template" from Google Sheets.
      2. Add a link to this new, editable spreadsheet in an internal note on the HubSpot ticket for tracking.
        1. Ensure edit permissions are enabled for anyone with the link.
  • Gather Transaction Data from Manager Portal
      1. In the Union Manager Portal, navigate to Reports → Transactions Report.
      2. Apply filters for the specific date range requested by the client.
      3. Filter Payment Types to include:
        1. Card Present: Dip, Tap, Swipe
        2. Card Not Present: Mobile, Scan to Pay, Keyed
      4. Record the daily transaction totals in the appropriate columns of the spreadsheet.
  • Retrieve Funding Data from the Customer
      1. Have the customer provide CSV or XLSX formatted files of their deposits - this data must include at least the deposit date, the deposit amount, and description showing it is coming from the correct source.
      2. Enter this funding data into the spreadsheet to compare it with the Manager Portal totals.
  • Analyze and Finalize Reconciliation
      1. Use the notes column in the spreadsheet to document any discrepancies, fees deducted, or other relevant findings.
      2. If necessary, retrieve monthly financial statements from CardPointe for further verification.
  • Communicate Findings and Close Ticket
    1. Confirm the reconciliation is complete and the spreadsheet is accurate.
    2. Update the support ticket notes with a clear summary of the findings and outcomes.
    3. Notify the venue or appropriate internal teams of the results.
    4. Update the TICKET STATUS to CLOSED.

Additional Information

  • Automations & Alerts: 
  • Reporting: Reconciliation tickets created by week
    • Service Level Agreement: 72 hours after receipt
  • Best Practices / Tips:
    • Always remember that CardPointe funding dates are typically one business day after the transaction dates in the Manager Portal.
    • Double-check that all filters are applied correctly in the Manager Portal to ensure accurate data.
    • Be thorough with your notes in both the spreadsheet and the ticket to support any future inquiries.
  • Definitions:
    • Reconciliation: The process of comparing two sets of records (in this case, transactions vs. funding) to ensure the figures agree and are accurate.

Escalation Path

  • When to Escalate:
    • If discrepancies cannot be explained by standard fees or timing differences.
    • If CardPointe data does not match the expected batches from the Manager Portal.
    • If you do not have access to any of the required tools or portals.
  • Who to Contact:
    • Escalate to the Payment Processing Team Lead or post in the #payment-processing Slack channel for assistance.
  • Process Owner: Payment Processing Manager
  • Last Reviewed: October 15, 2025