| 1 |
Oct 27 2023 12:00 AM |
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Charlotte Groff |
Changed location address per email from Corissa at corporate |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 2 |
Aug 01 2023 12:00 AM |
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Christopher called to say that he hasn't received a batch receipt on his terminal in the last 6 or 7 days. When I looked in Swipe Simple they haven't had any transactions 4/14 (which did batch) up until 4/25 which did batch. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 3 |
Aug 01 2023 12:00 AM |
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Entered in sr to lower rate to go active 3/1. attached rate reduction form in documents and merchant file |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 4 |
Aug 01 2023 12:00 AM |
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Spoke to Andrew - He was trying to process a Discover card for $1462.50 but kept getting declined. I looked at the receipt from the VT and it basically said that it timed out. Called TSYS and spoke to Ashley. She said that there is a Discover communication issue that they have opened a ticket on. The issue has been going on for about the last 2 hours. There is no eta on a fix |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 5 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Chris confirmed no transactions ran on May 12 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 6 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: Chris called in to say that they didn't get a batch receipt this morning. They didn't have any transactions on their terminal yesterday. Told him he won't get one if there were no transactions. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 7 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: Chris called in and wanted to know if he should be getting or pulling a batch report every day. I told him that his terminal should automatically print one but if it doesn't I walked him through how to close the batch and suggested that he check it when he first opens each morning before they get busy and start running transactions |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 8 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: TT - Larry - he called for Mike but Mike was on the phone. He was having trouble understanding the batch issue in which Mike had to delete the $1045 trans. He had condensed report he had pulled from TSYS on 3/8 that showed the $1045 trans and the $100.50 refund. He thought that was his batch receipt. I asked him to email the report that he had. After my research I tried to call him several times but could not hear what he was saying. I replied to his email and told him that the condensed report that he had from the 8th was not a batch receipt. I told him that the Swipe Simple terminal should automatically print the batch receipt every morning and if it doesn't to either call us to try to manually batch the terminal from the Swipe Simple app (sent him instruction on how to manually close the batch in Swipe Simple). Also told him that he should NEVER be outside the Swipe Simple app unless someone from our office is walking him through a process. Advised him that the $1045 transaction from the 8th had not been charged to customer in either the terminal or via the virtual. Advised him to call the cardholder and get another form of payment or get the card number and exp and rekey the transaction again. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 9 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Larry on 3/8 ran a transaction for 1045.00 that i had to delete from batch to settle terminal. we are attempting to rekey that transaction. Batched terminal manually |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 10 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: TT - Christopher. He said his terminal was acting squirrley. He was trying to issue a refund for $100.50 - Card 6549 from 2/15/22 sale date. He located the transaction in the terminal and clicked Refund entered the dollar amount swiped the card and terminal went blank. When he tried it again the refund option was not there nor could I see that the refund was showing in Swipe Simple. Because the customer was there and had been waiting to get his refund this whole time I had him run the refund in TSYS. He got the approval and got the printed receipt. Told him that he needed to contact corporate to let them know the refund was processed but would not show up in swipe simple. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 11 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: On 2/17/22 I discovered that new Branch 03802 terminal was not batching out since 1/17/22. I called the branch and spoke to Ray and tried to manually batch. We received a Batch Close Error. I had him print the batch from Tsys. There was a total of $23026.69 (80 transactions) on the current batch. I called TSYS (spoke to Freddie) and asked him which of those was the bad transaction. He identified trans # 2 - $41.95 - Card 6246. I called the branch on 2/21/22 and deleted that transaction from the Tsys batch and then was able to manually batch the remaining transactions. I sent Lynda Long at Corporate an email explaining what happened and that they needed to call the cardholders to let them know that their billing would be off. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 12 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Ray walked him through logging in and choosing correct merchant name. Ran transaction...approved |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 13 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: Branch 020 consolidated with Branch 038 but the physical bldg that branch 20 is in will remain the same but operate as branch 038 so we changed the name of 020 to Branch03802 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 14 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: Received an email from Lynda Long. They are doing some consolidating and will be moving a field tech over from branch #20 to branch #38. I did some research and found that #38 has 2 mobile user accounts that have never been used. We will be assigning this tech one of those user IDs. Lynda stated that once they make sure there are no refunds that need to be paid out that they will totally close down branch #20. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 15 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: Received an email from Lynda Long. They are doing some consolidating and will be moving a field tech over from branch #20 to branch #38. I did some research and found that #38 has 2 mobile user accounts that have never been used. We will be assigning this tech one of those user IDs. Lynda stated that once they make sure there are no refunds that need to be paid out that they will totally close down branch #20.
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Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 16 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: noticed that 12/8 did not batch. Called Branch and spoke to Chris. he wasn't sure if it had batched or not so had him pull the current batch in the SwipeSimple app. There were no transactions in current batch. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 17 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: during daily audit noticed that 12/6 did not batch. Called branch and spoke to Francis. She had customers in the store and would try to batch when she's not busy. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 18 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: TT - Frances - she needed to issue a refund and couldn't see the refund option. Original trans was run on terminal not computer. Told her to issue refund on terminal and that she would need to have full card number and exp date to do so. She said she would call back if she has any issues processing it on terminal
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Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 19 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: TT Billie - She had a regular cardholder that was double billed during the Batch Rekeys we did at the end of August/first of Sept. His original transaction from 8/16/21 was processed under Branch0129 but we also had the transaction rekeyed on 9/1/21 due to the Branch020 terminal not batching properly. I issued a refund under Branch0129 on Visa Card # 0658 - $150.00 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 20 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: TT - Billie - deleted error trans $134.90 - Amex 1762 from trans date 8/16/21 from the batch in their terminal |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 21 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: TT Billie and Store Manager wanted to know how to run a refund. Walked them through the process on their terminal. Refund was approved and receipt was printed. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 22 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Put in request with iso client services to do a group address change to P O Box 171173 Memphis TN 38187-1173
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Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 23 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Billie walked her through reprinting a receipt |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 24 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Submitted an SR for their pricing change. I have uploaded the document into the document center. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 25 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: Turned off level 2 and 3 processing USA ePay |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 26 |
Aug 01 2023 12:00 AM |
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User: Pennye McAnulty -> Notes: Updated tax id |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 27 |
Aug 01 2023 12:00 AM |
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User: Christina Sullins -> Notes: Legal Contact: Jennifer Thomas
RT: 307070267 Acct: 76968107562 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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