Overview
When a customer reports a payment that is missing or not reflected correctly, the first job is to determine whether the issue is with payment processing, Carpay visibility, or DMS posting. This guide walks through each scenario and how to resolve it.
The three systems involved
CardPointe | Source of truth for payment processing. If a transaction was charged, it lives here. |
Carpay | Platform record of the transaction. Reflects what was processed through Carpay. |
DMS | Final posting location. Where the payment is recorded against the customer's account. |
Scenario 1: Customer says they paid, but it's not in Carpay |
Use this flow when a customer claims they made a payment but it does not appear in Carpay.
Step 1 — Request proof of payment
Ask the customer for one of the following:
• A payment receipt, or
• A bank or card statement showing the charge
Step 2 — Verify payment details
• Confirm the card used
• Confirm the date and amount
Step 3 — Check CardPointe
Search for the transaction in CardPointe using the details provided. Cross-reference the transaction number in Carpay to verify where the payment was processed.
Outcome
Result | What it means |
Not in CardPointe | The payment was not processed through Carpay. |
In CardPointe but not in Carpay | Escalate to Carpay Support. |
Important: Carpay and CardPointe should always match. If a payment is missing from both, it was not processed. |
Scenario 2: Payment shows in DMS but not in Carpay |
Use this flow when a payment appears in your DMS but is missing from Carpay.
Step 1 — Check Carpay
• Go to Recent Payments
• Search for the transaction
Step 2 — Check CardPointe
• Verify whether the payment exists in CardPointe
Outcome
Result | What it means |
Not in Carpay and not in CardPointe | The payment was not processed through Carpay. |
In CardPointe but not in Carpay | Escalate to Carpay Support. |
Scenario 3: Payment shows in Carpay but not in the DMS |
Use this flow when a payment appears in Carpay but is not posted in your DMS.
Step 1 — Check the “Payments Posted to DMS” tab (DMS-specific)
1. In Carpay, go to Recent Payments
2. Select Payments Posted to DMS
3. Search for the transaction
Supported DMS
This step applies to:
• AutoManager
• Frazer
• iDMS
• DealerCenter
• Auto Action
• FoxPro
• Auto Master Systems
What to do based on your DMS
AutoManager
• Payments in this tab require dealer approval
• If not approved, they will not post to the DMS
Action: Approve the payment to complete posting. |
All other supported DMS
Frazer, iDMS, DealerCenter, Auto Action, FoxPro, Auto Master Systems
• Payments in this tab are queued for automatic posting
• No dealer action is required
Action: Allow time for posting to complete. |
If payments are stuck
If payments remain in the “Payments Posted to DMS” tab for an extended period, contact Carpay Support for investigation.
DMS exception: Wayne Reaves
Wayne Reaves follows a different process.
If a payment shows in Carpay but not in Wayne Reaves
1. Log into Wayne Reaves
2. Navigate to the Batch Payments screen
3. Search for the payment
Outcome
Result | What it means |
Found | The payment is awaiting processing/posting. Proceed with your dealership's posting process. |
Not found | Contact Wayne Reaves Support — the payment has not been received by the DMS. |
Key takeaways
• CardPointe is the source of truth for payment processing.
• Carpay is the platform record of the transaction.
• DMS is the final posting location.
• Not in CardPointe → payment was not processed.
• In Carpay but not in DMS → likely a posting delay or queue issue.
• Missing from both Carpay and CardPointe → payment does not exist.
When to escalate
Contact Carpay Support when:
• A payment exists in CardPointe but not in Carpay
• Payments are stuck in “Payments Posted to DMS”
• Payment discrepancies cannot be explained by the steps above