If the customer entered the information incorrectly for their credit card information some banks will hold the amount on the customers account, this is based on the customer's credit card issuing bank practices. The charge will be removed from the customer's account based on the timing of the credit card issuing bank.

If you have an integration from OrderCloud into your POS system and the final cost of the order is being calculated on the POS your customer may see two charges that could be different. The first is a pre-authorization charge when the customer first places the order using the total calculated on OrderCloud. The second is the final charge after the POS calculates the order. The pre-authorization will be removed from the customer's account, the timing is based on the customer's card issuing bank.

If you have set in the POS Configuration on OrderCloud a % in the field, Percentage Over Estimated Total for PreAuth, when OrderCloud sends for the pre-authorization it takes the total of the sale + the calculated % amount in this field to process the pre-authorization.

For example:

An order total on OrderCloud is $25.23

Percentage Over Estimated Total for PreAuth is set to 5%

$25.23 x 5% = $1.26

$1.26 + $25.23 = $26.49

$26.49 is the amount which will be pre-authorized

If the total cost calculated on the POS is higher then the amount pre-authorized most credit card companies will deny the charge and the order will also not be integrated.

There are a number of reasons this may occur. Taxes are calculated differently between the POS and OrderCloud. Changes made on the POS have not been synced to OrderCloud. Fees, surcharges are different on POS than on OrderCloud.