Incidents only captures declines that reached the payment processor. If a terminal can’t accept the card at all — communication errors, the merchant doesn’t accept the card type, or the swipe was rejected before it left the terminal — the attempt never makes it here. If a driver says they were declined and you can’t find the row, that’s why.
- The terminal is a category you haven’t approved — e.g. a driver tried to buy gas at the pump using a wash-only card.
- A spend cap or velocity limit was hit — the driver is over the monthly limit or above the per-transaction ceiling on their card.
- A card schedule restriction blocked the swipe — the card isn’t allowed to be used at that time of day or day of week.
Page-level controls
At the top of the page:View toggle: Incidents / All Declines
Two radio buttons control what the table shows.
- Incidents (default) — declines flagged with a specific Rynse rule violation (unapproved category, schedule, or spend rule). These are the actionable ones.
- All Declines — every declined authorization in the window, including issuer-level declines (insufficient funds on a prepaid card, bad PIN entry, terminal errors). Use this if a driver swears they were declined but you don’t see it under Incidents.
Date range
Two date pickers — start and end. Defaults to the current calendar month. Selection is reflected in the URL so you can bookmark or share a specific window.
The Incidents table
Columns
| Column | What it shows |
|---|---|
| Date | When the swipe happened, down to the minute |
| Type | Declined (blocked at swipe) or Auth (authorized but flagged) |
| Message | The specific reason — e.g. Merchant category not allowed, Spend rule exceeded, Outside schedule |
| Requested | The amount the merchant asked to authorize |
| Approved | The amount actually approved (usually $0.00 for a hard decline) |
| Last 4 | Last four digits of the card used |
| Merchant | The vendor name as it came in from the terminal |
| Merchant Category | The category the terminal reported itself as (e.g. Car Wash, Automated Fuel Dispenser, Service Stations) |
| Category | Icon for the card’s intended use — car wash, fuel gas, fuel EV, or preventative maintenance |
Incident details
Clicking a row opens a dialog with everything you need to decide what happened and what to do next:Transaction Information
Transaction Information
The raw swipe: timestamp, merchant name and address, requested amount, approved amount, and the message string from the network. This is what the terminal sent us at the moment of decline.
Credit Card
Credit Card
Which card was used — last 4, name on card, balance, status, and which vehicle it’s assigned to. Confirms the right card was in the right hands.
Schedule Constraint At Time of Incident
Schedule Constraint At Time of Incident
The card’s schedule rule as it existed when the swipe happened — e.g. Mon–Fri, 6 AM–6 PM. If the decline happened outside that window, this is your answer.
Card Spend Rule
Card Spend Rule
The categories this card is allowed to spend in (car wash, fuel gas, etc.). If the terminal’s category doesn’t match anything on this list, the swipe was blocked here.
Spend Rule (Limits)
Spend Rule (Limits)
Per-transaction and monthly spend ceilings on the card and the organization. If the driver hit one of these, it’ll be in the rule list.
Transaction Timeline
Transaction Timeline
A 14-day window of other activity on the same card around the decline. Helpful for spotting patterns — e.g. they swiped successfully five minutes earlier at a different vendor.
Common decline patterns
These are the patterns the Rynse CS team sees over and over. If you’re looking at an unfamiliar incident, it’s probably one of these.Driver tried to buy gas with a wash-only card
Driver tried to buy gas with a wash-only card
The fingerprint. Merchant category on the terminal is Automated Fuel Dispenser. The requested amount is unusually high — gas pumps auto-authorize for around $200 to hold against a fill-up. The message often reads as a PIN failure even though the real reason is the category.What to do. Forward the driver the program one-pager and let them know the wash card isn’t for fuel. Point them at the car-wash locations map. If you also want fuel on this card, reach out to your CSM — fuel can be enabled on the same card.
Driver tried to use the card at a non-wash retailer
Driver tried to use the card at a non-wash retailer
The fingerprint. Merchant category is something like General Retail, Department Store, or Convenience Store — not a wash MCC. The swipe is blocked because the card is approved for car-wash merchant categories, not retail.What to do. This is the card doing its job. Confirm with the driver that the swipe was at a non-wash merchant, and reinforce the program rules. No action needed in the portal.
Wash happened at a gas station with an attached car wash
Wash happened at a gas station with an attached car wash
The fingerprint. The driver pulled into a fuel station that also offers a car wash, but the wash terminal is wired through the station’s primary terminal — so the swipe came through as Automated Fuel Dispenser instead of a wash merchant category. You can usually tell because the driver insists they were at the wash, the merchant name is a gas-station brand, and the time-of-day matches a normal wash visit.What to do. Email
support@gorynse.com with the incident details. We can greenlight that specific merchant for wash use. If it keeps happening at the same location, the fix is permanent.Alternative: tell drivers to use a different car wash in your network for now.Driver hit a monthly limit or per-transaction cap
Driver hit a monthly limit or per-transaction cap
The fingerprint. The message references a spend rule or velocity limit. The merchant and category both look correct — it’s the amount that tripped the block.What to do. Open the incident, check the Spend Rule (Limits) section. Either the limit is correct and the driver needs to budget for the rest of the month, or the limit needs to be raised. Email
support@gorynse.com if you want a cap adjusted.Wash vendor's terminal is registered under the wrong category
Wash vendor's terminal is registered under the wrong category
The fingerprint. You know the driver pulled into a car wash, but the terminal reports itself as a fuel station, convenience store, or generic retail. The message reads Merchant category not allowed.What to do. This is a vendor configuration issue, not a driver issue. Email
support@gorynse.com with the incident details — we can greenlight that specific merchant so future swipes go through. Heads up: greenlighting opens up all spend at that merchant within your existing policies, so we usually only do it when you trust the location.Alternative: tell the driver to use a different car wash on the map and skip that location for now.Card schedule restriction blocked the swipe
Card schedule restriction blocked the swipe
The fingerprint. The decline happened on a weekend, late night, or holiday. The Schedule Constraint At Time of Incident section shows the swipe fell outside the allowed window.What to do. Either the schedule is doing its job (driver shouldn’t have been washing off-hours) or the schedule needs to be widened. Email
support@gorynse.com to adjust the card’s allowed days and times.Get notified the moment a card declines
You don’t have to remember to check this tab. Turn on email alerts in Settings → Incident notifications and you’ll get a message every time a Rynse card is declined. The CS team gets the same alert internally, but having direct visibility means you can act on the same day instead of waiting for a check-in.Common workflows
A driver said the card was "rejected" — figure out why
A driver said the card was "rejected" — figure out why
Set the date range to cover the day in question. Look for that driver’s vehicle in the table. Click the row to open the details. The Message field and the Spend Rule / Schedule Constraint sections in the dialog will tell you which of the three buckets it falls into.
Audit a quarter of declines for a pattern
Audit a quarter of declines for a pattern
Set the date range to the quarter. Sort or scan the Merchant Category column — if one category (especially Automated Fuel Dispenser) is dominating, you have a driver-education or scope problem. If one Merchant keeps appearing, the vendor’s terminal is likely misclassified.
Confirm a decline you can't find under Incidents
Confirm a decline you can't find under Incidents
Switch the view toggle to All Declines. This shows every declined authorization in the window, including ones that didn’t trip a Rynse rule (e.g. PIN entered wrong at the pump, terminal communication errors).If the swipe isn’t on either view, it never reached the payment processor — common causes: the merchant doesn’t accept the card type, the terminal couldn’t establish a connection, or the driver swiped a different card. Confirm with the driver where exactly the swipe was attempted.
Decide whether to greenlight a misclassified merchant
Decide whether to greenlight a misclassified merchant
Open the incident, confirm in Transaction Information that the merchant is genuinely a car wash. Email
support@gorynse.com and ask us to allow that merchant ID. Trade-off: greenlighting allows any spend at that merchant within your existing category and dollar policies, so only do it for locations you trust.What’s next
Vehicles
Find the vehicle from a decline, check its card status and which categories the card is allowed to spend in.
Fleet Wash Health
Once a decline is sorted, confirm the driver is back to washing on the cadence you expect.