| 1 |
Oct 15 2024 02:34 PM |
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Alexander Wilkins |
Spoke to Gina, informed her that terminals with their current internet setup will continuously have these issues. Let her know about the B250s and to speak to their head of IT and see what they can possibly do to remedy the situation. |
Alexander Wilkins |
Oct 15 2024 06:31 PM |
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| 2 |
Oct 08 2024 05:13 PM |
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Alexander Wilkins |
Spoke to Gina, understood that the PAX S80 had no fees attached, but insisted they need something as keying the cards in are losing them money and customers. Let them know I will take a look into any other possible options. |
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Oct 09 2024 08:01 PM |
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| 3 |
Oct 08 2024 05:13 PM |
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Alexander Wilkins |
Spoke to Gina, new PAX A80 is having same issues as the one before. Believes it is a IT issue that their IT team can't/won't change. Wanting to send it back and get possible "Credit" for having it but it not working. Also want to get the fee for the machine taken off the account. |
Alexander Wilkins |
Oct 08 2024 08:31 PM |
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| 4 |
Sep 13 2024 01:41 PM |
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Mike Thomas |
Shipped replacement PAX A80 |
Mike Thomas |
Sep 13 2024 01:45 PM |
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| 5 |
Jul 23 2024 03:15 PM |
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Mike Thomas |
TT April she is having network issues when trying to log in to SS. SS suggested she contact her internet provider and IT person to check and see why it will not connect. April will call me back and update me. |
Mike Thomas |
Jul 23 2024 03:17 PM |
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| 6 |
Mar 29 2024 04:24 PM |
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Charlotte Groff |
Gina called in to make sure that they did issue a refund on card 3125. The customer had 2 charges where she decided against the merchandise so Gina assumed that they issued her a single refund for the sum of both charges ($268.89 & $630.79) but I found that a single refund was issued on each sale transaction. |
Charlotte Groff |
Mar 29 2024 04:28 PM |
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| 7 |
Mar 22 2024 02:43 PM |
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Alexander Wilkins |
Spoke to April, customer had a transaction for 432.81 for Transaction #108943806631. A separate transaction showed 1.00 on the customers bank account also at the same time from Binswanger. Informed April that because it is not showing in Swipe Simple it should be allocated back to the customer account. |
Alexander Wilkins |
Mar 22 2024 07:46 PM |
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| 8 |
Mar 08 2024 11:41 AM |
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Charlotte Groff |
Received an email from Swipe Simple stating that the terminal had not batched. Mike called the Branch and found that all of the transactions from 2/22/24 - 3/4/24 had not batched because the terminal did not retain the last 4 digits of the card number and all 17 transactions needed to be deleted. The lady that Mike spoke to deleted all 22 transactions (even the ones that had card numbers) up through 3/6/24. Confirmed in IQ that these 22 transactions only had auth records and no settlement records. Submitted an email and spreadsheet to ISO support at Vantiv asking them to rekey all 22 transactions. SR# 60514992 |
Charlotte Groff |
Mar 08 2024 09:25 PM |
Charlotte Groff |
| 9 |
Dec 14 2023 12:00 AM |
Dec 14 2023 |
Mike Thomas |
TT April confirmed a transaction for $51.09 did go through (card ends in 1398) auth# 46441G |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 10 |
Nov 28 2023 12:00 AM |
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Charlotte Groff |
Gina called and was trying to issue a refund to the same cardholder for 2 different transactions. One was from 11/15 for $630.79 and the other was 11/21 for $268.89 both on card 3125. When she found the transaction in the terminal and keyed in the amount of the refund, she realized she didn't have the full card number. After she got the full card number, she tried to run the refund again but the refund option was no longer available. When I looked in Swipe Simple at the original sales, it was showing a related transaction of the refund on todays date but there was no refund showing in today's transaction listing. I called TSYS and they didn't see any refunds for that card coming in today. I also called Swipe Simple and spoke to William. He said that it's odd but he did notice that this location was on an older version (6.27) and the latest version is 6.29. He also said that there was a know bug with refunds in earlier versions and that we should run the refunds in the BroadPOS and then batch the terminal out and then update it to the latest version. I walked Gina through how to run the 2 refunds and then batched her terminal out. Mike then pushed the latest version to her terminal. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 11 |
Nov 14 2023 12:00 AM |
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Charlotte Groff |
Gina called and said her terminal went out in the middle of a transaction today for $129.98 on card 3028. The customer checked their bank and can see the pending authorization. I checked Swipe Simple and there was no transaction. I pulled the TSYS current batch and the transaction was not in the batch so I called TSYS. They did confirm that the transaction had been authorized with auth code 892079. I sent GEM team an email asking them to do a force settle on this transaction so that the merchant will be paid and the cardholder will be billed officially.
11/16/23 - received email back from Vantiv giving SR 59664388 for the transaction rekey - 11/20/23 - confirmed in IQ that sale had been paid on 11/20/23 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 12 |
Aug 01 2023 12:00 AM |
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Gina called in and needed to refund a customer on card 5697 for $400.00. She first told me that the transaction was on 2/28/23 but I couldn't find it in SS at all. So I looked in IQ and opened the date range up some and found the transaction on 2/23/23 instead of 28th. She was able to locate the transaction in the terminal and issue the refund. |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 13 |
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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| 14 |
Aug 01 2023 12:00 AM |
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Noticed that terminal did not batch for 2/13 & 2/14 - called branch and spoke to Gina. Had to delete $135.32 Card 0961 from Tsys batch. Did confirm that the transaction was processed in VT before deleting. After I deleted it, Swipe Simple batched out successfully. |
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: noticed that 3/24 - 3/30 did not batch. Called branch and spoke to Cindy. She got batch close error. Pulled TSYS current batch. Deleted trans $141.40 - card 4925 from batch. I could not find the trans had been processed anywhere else in SS so Cindy did not want to delete it until I talked to Lynda at Corporate. After speaking to Lynda she told me to go ahead and delete it. After we deleted the transaction she was able to manually batch |
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: TT- Gina - she wanted to confirm that the refund she issued on 9/7 for $810.50 was settled and asked when the customer would get his money. Confirmed the refund did settle on 9/8 and told her the cardholder should be getting his money within the next 7 days depending on how his bank processes. |
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: Updated ship to and bill to address to P O Box 171173 Memphis TN 38187-1173 |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 18 |
Aug 01 2023 12:00 AM |
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User: Leah Faber -> Notes: TT Gina regarding a refund/void. Pushed the app again to the terminal and they were able to process the refund. |
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: Turned off level 2 and 3 processing |
Dee Karawadra |
Jan 31 2024 01:39 PM |
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| 20 |
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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