CC Batch History
We had a customer inquire to inform us that their CC was charged twice for a product when they came to visit a few weeks ago. I've checked invoice/payment history but wanted to see if, perhaps, her transaction was run twice during a batch settlement.
I know most Batch Operations are settled on a daily basis, and I wanted to see the Batch History for the date in question. However, some days have a batch history while others do not. Is this an XCharge question?
Comments
The batch history is only recorded for manual batches via the RGP software. For automated batches by xcharge in the middle of the night, they are not recorded.
The most-likely scenario is that a staff member did not handle a "duplicate transaction" warning that can appear in POS if the same transaction is run on the same card back-to-back. It's hard to explain in a post, but RGP/XCharge attemptsto prevent accidental duplicate transactions.
But there are cases where the internet can fail during a transaction and the staff member not get a confirmation back. When they go to rerun the card, they get the duplicate transaction warning (because the charge did, in fact, go through). And if the staff respond to this warning incorrectly, the second charge will go through.
Get a copy of of the statement to confirm the duplicate transaction (or look on the XWEB Virtual Terminal), and if so issue a refund via the xweb virtual terminal or RGP.
Thanks, Andy!
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