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Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: Rodney called in about a dispute that he sent in documentation on to Elavon. Transaction was for $1840.64 Card 0226 on 3/17/22. Dispute reason was customer did not participate in transaction. Called Elavon Dispute Resolution Dept and spoke to Tasha and she said that the bank has until 5/30 to respond to the documentation sent in. If they decline the dispute Hyundai will get the money back. If they continue forward with it it will go to arbitration |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 2 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Brad confirmed a refund of $500.00 did go through on 5/12/22 card ending in 1760 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 3 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Brad in finance. He was not seeing the refund button on his transaction. Removed Swipe Simple from terminal then reinstalled. Now there. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 4 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Allen reset password for alipsey@homerskeltonhyundai.com to Al25011449 per his request |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 5 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: noticed that 1/13 did not batch. Called and spoke to Piper. Had her try to close and got no transactions in current batch. She said that the paper had jammed in the terminal. Assuming that it did batch. Will confirm payment tomorrow. |
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: Mallory called in and needed a receipt reprinted from 6/10/21 for $277.08. I was able to send the receipt to her via email. She confirmed she received the receipt. |
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: Noticed that 1/3/22 did not batch for terminals 3 & 4. Called Piper and she said both terminals batched late. |
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: Noticed 12/20 did not batch. Called store and Piper transferred me to Alan. Alan said that he had the batch receipt. Terminal batched out at 11:00pm |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 9 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: noticed that 12/13 did not batch - called and spoke to Piper. She said that it did batch and they have the batch receipt. |
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: Mallory called and needed to issue a refund. Looked in SwipeSimple but the refund button was not available for this transaction taken on 12/3/21 for $500.00 on Card 1703. I had her run the refund in Tsys which she got an approval on but the printer jammed and the receipt didn't print all the way. She siad there was enough on the receipt to show that it was a refund and the dollar amount and thought the cardholder would be ok with that. If the cardholder wants a full receipt she will call back and we will call Tsys to find out how to reprint a receipt. |
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: noticed that 12/1 did not batch on terminal 4. Called Piper and left a message for her to check on the terminal and batch it out if it had not already batched. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 12 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: Rodney called and said that he had received a $7000 chargeback but never had received any documentation requesting a copy of the invoice. When I looked at the address that was in Elavon it was the physical address of the dealership. Rodney said it should be the PO Box 920 Olive Branch MS 38654. I called Elavon and spoke to Irvin to have all correspondence including statements retrieval requests and chargebacks go to the PO Box. |
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: during daily audit noticed that 11/30 did not batch for Hyundai 3 & 4. Called Piper and left her a message to check on those terminals and to call me back and let me know if they batched or not |
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: TT - Jennifer regarding 11/29 not showing as batched. She had the batch receipt and we confirmed the amount. Terminal batched late |
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: during daily audit noticed that 11/22 did not batch. Called Piper and she said they had the batch receipt. Terminal batched out late |
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: during daily audit noticed that terminal 3 did not batch for 11/13/21. Called Piper and she said the terminal did batch that it must've batched out late. |
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 terminal #4 did not batch. Called and spoke to Jennifer. She said that she had receipt and terminal did batch for $3000.00 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 18 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Alan reset password for alipsey@homerskeltonhyundai.com |
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: Had Piper delete the $600.00 trans from Tsys and she was able to manually batch terminal. There were 2 txns in batch - 10/11 $2500 and 10/12 $500.
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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: Terminal for Hyundai 4 didn't batch for 10/8. Called Piper and she tried to manually batch but got error. Looked in Tsys at current batch and there was a $600 - card 8208 that was not in Swipe Simple. Called Tsys and the transactcion was a debit card that was approved on 10/4 with approval code 139144. Cardholder was claiming that they had been billed the $600. Rodney and I called Elavon (spoke to Mandy) and they filed a missing debit report to get the money paid to Homer Skelton. It can take from 7 to 14 days before Homer Skelton will see the funds. The case # is C-14056429 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 21 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Rodney called me and said that Hyundai tried to run a refund on 9/30 for $500 7436 and it told them rejected not accepted so they tried to run it two more times and they got the same error message. From that point on they decided they were going to send the customer a check for the refund. This morning Rodney realized that the refund was processed 3 times. So I called Elavon andThey said they do not see the errors on those transactions however I have gotten special permission to put in a ticket to see if they will reverse two of those refunds since they were run yesterday. They advised me to call back on Monday to see if they were successful with this ticket. They did tell me it could take 2 weeks to get the funds back but we should know on Monday if they were able to reverse these two accidental refunds.
They also said next time if that happens they need to check the current batch on converge. If they see the transaction there then they know if went through if they do not see the errored transaction in the current batch then they know it did not go through and they will need to rerun it again. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 22 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: TT- Mallory - she needed to run a refund but there was no refund option on the original transaction that she found. Reloaded the app on her terminal - still no refund option. Had her process the refund through TSYS. Received a printed receipt. |
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 Mallory and let her know she can also refund through the TSYS app.she will try that. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 24 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Mallory Homer Skelton Hyundai tried to do a refund on a card ending in 8583 that was run on 6/26/21 ther refund was attempted on 6/28 and was declined. Swiper Simple told me to call TSYS and they can't see the refund attempt at all. Now the transaction doesn't have a refund option. Called Swipe Simple back and they told me the customer would have to contact issuing bank to see why it was declined. Escalated to Morgan per her request. |
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: TT Mallory her user name was locked called Converge and had it unlocked. Called Mallory and let her a voicemail letting her know it was unlocked. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 26 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Notes: Dujanna received the converge card reader and is calling converge 866-451-4007 to get reconnected. Advised their AID is 2108144 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 27 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: Shipped Converge card reader FedEX per Emily |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 28 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Dewana had to reboot terminal for void/refund issue |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 29 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Elavon stated the var should be ready by end of day. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 30 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Yesterday Rodney requested var for Xtime certified on TSYS. Called Elavon this morning and requested the var. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 31 |
Aug 01 2023 12:00 AM |
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Dee Karawadra |
User: Dee Karawadra -> Notes: Rodney needed help with login security settings. Sent him converge number 800-377-3962 option2 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 32 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Garrett, confrenced in with Converge for card reder issues. They are up and running ! |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 33 |
Aug 01 2023 12:00 AM |
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User: Pennye McAnulty -> Notes: Patricia called back with the IT guy on the phone. They were instructed to uninstall and reinstall the software. Reinstall unsuccessful. Converge is sending out a new swipe reader. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 34 |
Aug 01 2023 12:00 AM |
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User: Pennye McAnulty -> Notes: Patricia called with merchant unable to process transactions. We conferenced in Converge to assist with the issue. Per Converge, Windows Defender is blocking it from running. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 35 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: Ordered additional Link2500 per Emily. Shipping directly to merchant. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 36 |
Aug 01 2023 12:00 AM |
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User: Pennye McAnulty -> Changed : Swipe Percent FROM 0 TO 100 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 37 |
Aug 01 2023 12:00 AM |
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User: Pennye McAnulty -> Changed : MonthlyVolume FROM 0.00 TO 80000 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 38 |
Aug 01 2023 12:00 AM |
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User: Pennye McAnulty -> Changed : AnnualVolume FROM 0 TO 950000 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 39 |
Aug 01 2023 12:00 AM |
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User: Pennye McAnulty -> Changed : AverageTicket FROM 0.00 TO 500 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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