| 1 |
Oct 23 2024 |
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Alexander Wilkins |
Spoke to Brittni. Brittni had a payment received for 370.00 on 10/22/24, however she issued a refund which should have made the payment 150.40. The refund was taken out on 10/23/24. Explained to Brittni that the refund is being taken out today. |
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| 2 |
Mar 06 2024 |
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Charlotte Groff |
Spoke to Brian - VL500 is not allowing the time to enter a zip code on transactions - it pops up on the screen and before they can even hit the first number it goes away. Ordering replacement of the terminal. |
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| 3 |
Aug 01 2023 |
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Downloaded VL 500 ,and shipped 2 day delivery |
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| 4 |
Aug 01 2023 |
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Morgan Withee |
User: Morgan Withee -> Notes: Doing BNPL with Quick Fee. If merchant calls for help with BNPL and Quick Fee conference them in with Quick Fee (844) 968-4387 |
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| 5 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Brittni she had emailed me concerning her deposit on 4/13 it was 75.13 short. Per Kevin at SBC Mastercard rejected 2 transaction ($39.91 and $35.22) which they will get credit for on 4/15. |
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| 6 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Brittni forgot password but she had remembered by the time I called her. We also made sure the terminal batched....all working |
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| 7 |
Aug 01 2023 |
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User: Charlotte Goff -> Notes: Brittany called in needing help issuing a refund. When she pulled the original transaction up in the Transaction History there was no option to issue a refund. I did not see that a refund had already been processed in SwipeSimple either. She processed the refund in Tsys. Refund amount was $2500.00 on card 8525 |
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| 8 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Brittani not connected to internet...had her try it with a known working cable...working.....will have Ethernet checked at location it didn't connect. |
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| 9 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Brittani advised her we were sending an alternate terminal until the A80's come in (per Emily) . Shipping S80 FedEx ground |
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| 10 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Called Linda at SBC and requested a new VAR. |
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| 11 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Let Brittni know I forced the transaction through and settled it. |
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| 12 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Brittni advised her we were forcing the transactions through that didn't settle |
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| 13 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Uday he said he was finally able to settle a transaction using the VAR we sent him. He thinks when a bunch of transactions are ran it could be possibly be affecting the batch process. He and PAX are going to do tests with multiple transactions to see if there are any issues when batching. |
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| 14 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Talked to Uday concerning ticket 162889. He requested the VAR to do internal testing for the batching issue. Sent to his email. 917-678-7922 is his number |
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| 15 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Brittni she ran a pre-paid card for $635.29 and received a canceled response then she tried it again and got a decline 51 (insufficient funds). I called SBC and Linda says the first time they got an authorization and she can see the decline. I called Swipe Simple and they could not see the first attempt but can see the decline. This is only happening on pre-paid cards. I will do further research through Swipe Simple. I called Brittni and advised her of this. We may have to force this card through if if doesn't settle. |
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| 16 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Associated CF Zendesk ticket: 162889 this is the ticket number for batch errors when they can't see the error |
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| 17 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Just spoke to Swipe Simple concerning Pilson the person working on this issue is calling me in the morning. They said they talked to SBC and have ruled out the currency code on the VAR sheet being the cause. I�ll update you again when I talk to him in the morning |
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| 18 |
Aug 01 2023 |
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User: Charlotte Goff -> Notes: TT Brittany - She was wondering about her deposit amount of $2124.78 made on 7/23. She only had $821.19 in sales. Informed her that it was the 10 transactions for $1303.59 that was keyed last week due to the terminal issue. Went through the key entered transactions with her so she would know the specific dollar amounts of the ones that we entered. |
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| 19 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: We forced the transaction and settled it ($248.12) ran on 7/23 |
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| 20 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Brittni a transaction for $248.12 was ran 3 times and went through as an auth only. Will get CC number and retry. |
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| 21 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Called Britney to let her know we settled 10 transactions for $1303.59 and we are in the process of getting her a new terminal |
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| 22 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Linda and I forced transactions on a VX520 all settled successfully 10 transactions for $1303.59 |
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| 23 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Swipe Simple now thinks the batch is being held up because of an international card in the batch. Will try to rekey transactions once we get the new VAR from Secure |
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| 24 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Pax diagnostic test came up as MCC error checked everywhere and it's correct with Broad POS Secure and TSYS. Requested a new VAR and will force transactions through when new terminal is downloaded |
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| 25 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Grace she asked me to get the merchant to run a diagnostic report from the TSYS app on the terminal. Called Britney and walked her through it |
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| 26 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Britney terminal will not batch....TSYS says there are no batch errors...had Britney download a diagnostic report to Swipe Simple |
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| 27 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT IT person changed from Wi-Fi to ethernet |
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| 28 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Katie trouble logging in. Reset app and made sure Wi-Fi was connected. Now working |
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| 29 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Katie verified refund of $37.43 did go through on card ending in 1492 |
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| 30 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Advised that 5/14/2021 transactions were deposited today along with yesterdays transactions |
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| 31 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Refund and void disappeared from transactions rebooted now working. |
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| 32 |
Aug 01 2023 |
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User: Leah Faber -> Notes: Assisted Britney with pulling a transactions report from SS VT. |
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| 33 |
Aug 01 2023 |
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User: Leah Faber -> Notes: Deleted SS app from terminal and repushed it to get the Refund/Void buttons to appear. |
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