| 1 |
May 19 2025 |
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Charlotte Groff |
Rachael called Tricia and Tricia call me....HS Ford Service ran a transaction today (5/19/25) for $1323.47 and it only approved for $1005, but then shows in the Dejavoo portal as being voided. The terminal is not set up for partial approvals, but WP was issuing the partial approval and Dejavoo was voiding it because it wasn't the full amount entered. Called the GEM team and requested that the "partial approval" flag be turned off so that this will not happen again. SR 62420572 |
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| 2 |
May 12 2025 |
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Alexander Wilkins |
Kamal spoke to Pam, successfully refunded a transaction. Accidentally refunded a second transaction. We voided the refund on the second transaction. This was for their P1. |
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| 3 |
Apr 08 2025 |
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Mike Thomas |
TT Pam she is upset that she can't do refunds through through credit, she is supposed to find the transaction on the portal and select refund. Said that's not not correct, and she would call back later. was very rude. I have verified with FluidPay that refunds must be done that way |
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| 4 |
Feb 27 2025 |
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Charlotte Groff |
Rodney called regarding a Chargeback that WP had as closed - Case# 9922833636 for $8098.20 for a transmission that had been returned damaged. He had called American Express this morning and had expressed his displeasure at not accepting his rebuttal for the CB and they told him that he could still respond to the request and that it was not closed on their system. We called the WP Chargeback dept and spoke with Denalla and she said to send an email to: [email protected] and in the Subject line write: Re-evaluate Case 9922833636 and to attach all supporting documents. Whomever works the email will let him know when they've submitted the information to American Express but they have up to 30 days. |
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| 5 |
Jan 28 2025 |
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Alexander Wilkins |
Rodney called regarding a Chargeback that he disputed on the 8th of January. According to Worldpay, Rodney never clicked the submit button to have the documents sent for review. Checking with Worldpay to see if anything can be done. |
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| 6 |
Sep 23 2024 |
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TT Tricia after hours on 9/21 merchant was unable to do refunds the way they were used to doing them, after researching they were actually doing "blind credits" which Fluid Pay did away with. We called them advised them how to refunds the correct way. |
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| 7 |
May 15 2024 |
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Charlotte Groff |
received an email from Judy and she was wanting to know where 2 transactions batched on 5/14/24 came from as they had no record of them on that day. When I researched, I found that the 2 transactions were authorized and settled successfully on 5/4/24 and then were force settled on 5/14/24 causing the customers to be double charged. I called the GEM team at Vantiv and they could not find any requests or notes that wanted those 2 transactions rekeyed / force settled. I sent them an email asking them to refund the cardholders. Transaction details: 1) Amex Card 1005 for $1270.53; 2) Amex Card 2008 for $184.28 |
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| 8 |
May 15 2024 |
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Mike Thomas |
Requested a rekey of $124.82 on card ending in 1006. Went through as an auth |
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| 9 |
Apr 09 2024 |
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Mike Thomas |
Debit not working on new term that we downloaded (no encryption per Dejavoo) so I had our demo encrypted with Vantiv key. Got a new VAR and sent to Vito he has built the new file for download. Will download and test all functionality ASAP. |
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| 10 |
Apr 04 2024 |
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Mike Thomas |
Tricia picked up QD4 and will deliver |
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| 11 |
Apr 04 2024 |
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Charlotte Groff |
Received a call from Judy asking about a transaction from 4/2/24 for $125.65 on Amex Card 2003. Fluid Pay is showing that it was declined twice and approved 1 time. But when I looked in IQ, it was authorized twice and settled twice. Got card number from Vantiv so that they can key a refund in FP. I also sent Judy a screen shot showing that the transaction was duplicated in Auth log and Settlement details. |
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| 12 |
Apr 04 2024 |
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Mike Thomas |
VAR sent to Fluid Pay they are working on this now. I called and updated Pam. |
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| 13 |
Apr 04 2024 |
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Mike Thomas |
TT Pam QD4 not printing. Called Dejavoo and they suggested replacing terminal. Requested new VAR |
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| 14 |
Feb 08 2024 |
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Charlotte Groff |
Pam called and was getting "Too many requests - Please Try Again Later" when she was trying to log in to her machine. I called Fluid Pay and they said that means that there have been too many login attempts during a short period of time on her login and she will have to wait for an hour before it resets. She was not happy and is going to call Rodney. They have been walking up to Sales to run the transactions there for the customers that are in line to pay |
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| 15 |
Aug 23 2023 |
Aug 23 2023 |
Mike Thomas |
TT Natasha says her internet is going up and down advised her which transactions had been approved |
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| 16 |
Aug 01 2023 |
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TT Pam they let us know that their terminal was not working. We called fluid pay they were down. We were able to get them up and going within an hour. We called Pam back she was not available so I spoke to Ina and let her know they should be back up and running. She said she would call us and let us know if they had any more troubles. |
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| 17 |
Aug 01 2023 |
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TT Pam we refunded the transaction she couldn't void on 5/8 for $74.27 |
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| 18 |
Aug 01 2023 |
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TT Pam She can 't do a Void on a $74.27 transaction. I talked to Fluid Pay and Dejavoo and they say it's on WorldPay end. I called WorldPay and they say they don't see the void attempt. Tried calling Pam back but got her voicemail. Talked to Pam we are going to let the transaction settle and try a refund tomorrow. 662-890-8825 |
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| 19 |
Aug 01 2023 |
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Downloaded Dajavoo, Tricia will pick up |
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| 20 |
Aug 01 2023 |
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TT Pam and Rodney they say the Dejavoo is blinking red light and then goes blank. I called Dejavoo and they say its an internal issue and needs to be repaird and replaced. Rodney is using VT SS now. |
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| 21 |
Aug 01 2023 |
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User: Charlotte Goff -> Notes: TT - Pam called and was trying to get logged in to USAePay. She was getting an error 400: too big for cookies or something to that affect. I had her clear her cookies from her computer and then she was able to log in. |
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| 22 |
Aug 01 2023 |
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User: Charlotte Goff -> Notes: TT - Rodney - he was having problems reconciling to the deposits that his his bank account for the last couple days. He was off $105.95 and didn't see a ticket in USAePay for that amount. Drilled down on the batch for $105.95 from 1/19 and informed him that the dollar amount consisted of 2 debit sales of $54.45 & $51.50. He did find those in USAePay and said that he's got it from here. |
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| 23 |
Aug 01 2023 |
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User: Charlotte Goff -> Notes: Pam called in saying that they had locked the user id up for USAePay. Called USAePay and had user unlocked. Called Pam back and she was able to log in. |
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| 24 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: Updated USA ePay VAR to terminal capture |
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| 25 |
Aug 01 2023 |
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Morgan Withee |
User: Morgan Withee -> Notes: Ina called back and said she was still having the issue with the transaction taking forever to process. I had her unplug the terminal and replug it in. I told her if it happens again to call right away. |
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| 26 |
Aug 01 2023 |
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Morgan Withee |
User: Morgan Withee -> Notes: Ina called back and said when the vega 3000 is processing it takes forever and just says please wait on the screen. I told her I would call usa epay to see what was going on. |
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| 27 |
Aug 01 2023 |
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Morgan Withee |
User: Morgan Withee -> Notes: Ina called in for help with a refund. I walked her through how to do a refund. And also a complaint about the logging out problem. I asked her if she was keying in the password or using the saved password. She said she was keying it in every time. I told her to use the google chrome link and she will not have to key in the password every time. All she needs to do is click the log in button and it should be a quick process. |
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| 28 |
Aug 01 2023 |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Pam she was having issues with Vega 3000 taking too long to print credit receipts had them reboot terminal. Now working |
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| 29 |
Aug 01 2023 |
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User: Charlotte Goff -> Notes: TT - Ida - she said that her USAePay account keeps logging her out and now her account was locked. Morgan unlocked her user account and I explained that her password was already saved and that she did not need to enter it each time. She only needs to hit the Login button to get back in. |
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| 30 |
Aug 01 2023 |
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User: Charlotte Goff -> Notes: Vantiv - Traditional; IP - Omni Flex |
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| 31 |
Aug 01 2023 |
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User: Charlotte Goff -> Changed : Swipe Percent FROM 0 TO 100 |
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| 32 |
Aug 01 2023 |
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User: Charlotte Goff -> Changed : MonthlyVolume FROM 0.00 TO 450000 |
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| 33 |
Aug 01 2023 |
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User: Charlotte Goff -> Changed : AnnualVolume FROM 0 TO 5400000 |
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| 34 |
Aug 01 2023 |
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User: Charlotte Goff -> Changed : AverageTicket FROM 0.00 TO 250.00 |
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