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Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Put in SR to close account |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 2 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: TT- Rodney - he had a $3420.86 transaction taken on Ford 1 terminal on 9/21/21 that errored out on the terminal. They reran the transaction 2 additional times and those were declined. The cardholder said that his bank was showing that the transaction was approved. I called Elavon and Tsys and they confirmed that one of the transactions was approved. I got Pam to pull the current batch in Tsys and the $3420.86 was not on the current batch report. By the end of the afternoon they were able to get an approval on the card. I called Elavon this morning to make sure that the terminal batched out properly and Michelle at Elavon did tell me that she can see a settlement batch of $10989.55. Terminal did batch as it should have |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 3 |
Aug 01 2023 12:00 AM |
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User: Charlotte Goff -> Notes: TT- Rodney - the same customer that had the duplicate debit trans from May 25th card 4134 brought in her bank statement and it showed that another $2000.00 debit was taken from her on 9/1/21. I checked with Elavon and they could not locate the source of the debit at all. They searched by dollar amount and her card 4134 from 8/1 - 8/30. They also checked to see if any miscellaneous adjustments had been made to Homer Skelton's account and found nothing. It was their final assessment that the debit did not come from Elavon. When I gave Rodney this information he told me that he had already issued the customer a check as he just wanted to be done with it. |
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: Deleted $15000 transaction....batched $6271.51 |
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: TT- Rodney about a $15000 transaction that was taken on Saturday 8/28 and they didn't get funded but the cardholder got billed. Cardholder showed them a statement showing the funds being taken out of his account. This was a PIN debit transaction. Called Elavon and spoke to Rebecca. She filed a missing debit report to their Research team (Case # C-13669365) to get the merchant funded. She said the funds should appear in the Merchant's bank in 7-10 business days but normally don't take that long. She will send an email to Morgan when the case is closed so that the merchant can confirm he has the money. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 6 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Rodney emailed me to let me know that their terminal was not batching for ford 1. I called tsys they let me know it was a duplicate batch issue. Mike changed the batch number to 56 and batched out the rest of the terminal. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 7 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: For below note...batch was changed to number 56 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 8 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Pam deleted transactions ran on the 25th changed batch number then batched the rest out for $11341.01 65 transactions |
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: TT- Keevin Wooten - needed a password reset |
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 - Casey - they got a new Finance Manager and needed a user id set up for Jonathan Sweat. |
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: Rodney called Morgan to get some help for Ms Pam in the Service area and getting a transaction voided. When I called her Rodney was already able to assist her and the transaction had been voided already. I did confirm with her that there should be 1 sale transaction for the customer for $114.15 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 12 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Rodney called about a $2000 transaction run on 5/25 ending in 4134. Found out that this is the original transaction that tied up all the batches a few weeks ago. The Elavon research team pushed this through on 6/9. Homer owes customer $2000 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 13 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Rodney trouble doing a refund. Says he issued a check to the customer. I asked if he saw the refund option on the transaction says he doesn't know and will call if any other issues. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 14 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Rodney contacted me and let me know that he did not see funding for a transaction run on 6/1 for $2500 with card ending in 5192.
Elavon came back and let me know that:
Missing debit of 2500.00 from 6/1 auth 566879 was exceptioned and paid to merchant 6/16/21 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 15 |
Aug 01 2023 12:00 AM |
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User: Cheri Hansen -> Notes: Need EIN and DL |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 16 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: another issu ewhere transactions are showing in Pulsepoint with 0000 as card number. Working on getting resolved with Raphael. Will update once I get to the bottom of it. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 17 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Research has been completed: These transactions are being worked to be paid to the merchant should be processed on 6/16/2021
3000.00 5/31
4000.00 6/4
1000.00 6/4
100.00 6/5
7000.00 6/5
2200.00 6/7
1200.00 6/7
These transactions have been funded to the merchant via ach/they will reflect on merchant acct as manual adjustments.
5/26 200.00 101277 pd 6/9
5/28 1000.00 718274 pd 6/10
5/28 1000.00 718601 pd 6/10/21
5/28 1000.00 385832 pd 6/10/21
5/29 2500.00 133437 pd 6/11/21
5/29 4500.00 134087 pd 6/11/21
5/31 2500.00 071827 pd 6/15/21
These transactions need to be rerun by the merchant because they are not debit cards and cannot do an ach.
5/28 $800 auth 184622 MC
5/31 $2500.00 auth 026044 Visa
6/5 $5000 auth 002996 MC
6/5 $3000 auth 024540 Visa
5/29 11881.00 auth 02990P dis |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 18 |
Aug 01 2023 12:00 AM |
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Morgan Withee |
User: Morgan Withee -> Notes: Rodney at Homer Skelton Ford reached out to me to let me know that they were missing transactions from their batches.Ã? After further investigation I have figured out that $54381.00 is missing from their deposits the other $13500 was declined transactions so those will not be deposited and are not missing.Ã? All of these transactions were run on one terminal - Homer Skelton 3 - BJ's terminal.Ã? Ã?ÂÂ
I called Elavon and Tsys and they let me know that Homer Skelton Ford 3 is not batching out due to a stuck batch from 5/25 batch 16.Ã? There was a transaction in that batch for $2000 card ending in 4134 approval code 564900 where the card information was not sent over properly so no other batches were sent out from then on.Ã? I was not able to locate this $2000 transaction in Swipe Simple.Ã? Tsys is deleting this transaction from the batch which should fix the issue going forward.Ã? I will check tomorrow to see if it did indeed batch out or if we still have an issue that needs to be resolved.Ã?ÂÂ
Ã? I have opened up a pending debit research ticket which can take 5-7 business days where they have to go out and ensure that these funds have been returned to the cardholder.Ã? Even though Homer Skelton was not funded these funds could still be held up.Ã? Ã? These funds can be held up for 30 business days from the cardholders issuing bank.Ã? Ã?ÂÂ
Elavon and Tsys let me know that since these are pin debit transactions we can only go back 7 days to push those through which comes out to 1 or 2 transactions. The other transactions will have to be re-run after the research is completed.
Since these transactions must be run as pin debit per compliance Homer Skelton will need to contact these customers and have them come back in to rerun these transactions or pay with another form of payment.Ã? Ã?ÂÂ
I have attached a spreadsheet with two tabs one tab goes over the transactions that were approved but not settled and then the oneÃ? where they were declined which needs no further action.Ã? Ã?ÂÂ
I am now contacting Swipe Simple to figure out why we were not alerted of this issue and to see how we can avoid this in the future.Ã?ÂÂ
This could also be why their reports are not populating for Homer Skelton 3. I will update notes as soon as I find out. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 19 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Rodney had password reset at Converge |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 20 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Keven no refund button...rebooted now there. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 21 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT Pam can't run transactions...Swipe Simple was down. Issue resolved. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 22 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: TT merch turned on auto settle for 8:00 pm |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 23 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Notes: Pam called in card reader would not communicate had them press yellow and pound key it fixed it |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 24 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Notes: Ina having issues with getting logged out of converge pci rules require it to auto logout after 15 min |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 25 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Notes: admin user id fordadmin |
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: Problems getting card reader to connect ask them to press yellow key and pound sign this will restart the reader still not connecting have them restart computer |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 27 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Notes: AID for login to converge 2123778 call 800-377-3962 for converge help |
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: Changed communication method to dial on VX520. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 29 |
Aug 01 2023 12:00 AM |
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Mike Thomas |
User: Mike Thomas -> Notes: Changed communication method to dial on VX520. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 30 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Changed : TO Percent FROM 0 TO 10 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 31 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Changed : Swipe Percent FROM 0 TO 90 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 32 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Changed : MonthlyVolume FROM 0.00 TO 240000.00 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 33 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Changed : AnnualVolume FROM 0 TO 2880000.00 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 34 |
Aug 01 2023 12:00 AM |
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User: Emily Karawadra -> Changed : AverageTicket FROM 0.00 TO 250.00 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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