Balancing Totals in Cova

Modified on Thu, 5 Dec at 11:06 AM

Best Practices

How to handle Buddi orders that were not received in the POS

[#1] If the order is still in the Cova POS Orders section but does not show a “PAID” status:

Go ahead and ring the order out using 'Cash' as the payment method. Be sure to ring it out using exact change.
Make sure to note the invoice number.
Once the transaction is completed, log into your Hub and go to Analytics -> Reports -> Invoice Report
Run the invoice report for today and click on the invoice number to pull up the invoice in a separate tab.
In the top-right corner of the screen under Tools, choose the 'Modify Payment Type' option.
Change the payment type to whatever the customer used (i.e. 'Debit' or 'Visa').

[#2] If the order never made it to the Cova POS but it processed in Buddi:

Find the invoice in Buddi.
Build the order in Cova and ring out the order immediately, using 'Cash' as the payment method. Be sure to ring it out using exact change.
Make sure to note the invoice number from Cova.
Once the transaction is completed, log into your Hub and go to Analytics -> Reports -> Invoice Report
Run the invoice report for today and click on the invoice number to pull up the invoice in a separate tab.
In the top-right corner of the screen under Tools, choose the 'Modify Payment Type' option.
Change the payment type to whatever the customer used (i.e. 'Debit' or 'Visa').

Furthermore, you can check your payment processor reports to verify that a transaction has been successfully processed.

Troubleshooting the Issue

It’s important to note that there are two possible causes for failed orders.

In the Buddi Order Queue you can find the order in question, then scroll down to the bottom of that order where it says ‘INTEGRATION DETAILS’. In this section there is some key information about this transaction; hitting the ‘Refresh’ icon will reveal more information.

If your order failed to send to Cova you’ll likely see one of two 'Status inside Cova' messages in the Buddi queue:

TransientProcessingFailure; or
NonTransientProcessingFailure.

To learn more about TransientProcessingFailure vs. NonTransientProcessingFailure, see this article: Orders Not Sent to Cova.

Since TransientProcessingFailure is due to an internal Cova error, you'll need to reach out to their team directly to investigate further. While this type of issue isn’t something we can resolve directly on our end, we’ll do our best to support you by facilitating the process. Let us know if you need further info.

When inquiring about a specific order, Cova will need the GUID (also known as 'External ID' in Buddi Order Queue). This can also be found within the 'INTEGRATION DETAILS' section of an order:

If the order you are troubleshooting isn't showing in the Order Queue, Buddi will not have a GUID to reference. In such case, we recommend reaching out to your payment processor directly to investigate further.