Etowah Valley Quick Pay & TSYS Double Charging

[GoBuckeyes]

Is anyone else running quick pay timers with TSYS as your processor? Apparently we’re having issues where some customers are getting double charged the authorization amount rather than their actual charge. Has anyone else dealt with this and if so how did you fix it.

 

[JMMUSTANG]

Does the double charges go away after 24-48 hrs.?
That happens to my customers that use a debit card. But after that time limit they only get charged for what they used.
Merchant services explained it to me years ago but I can’t remember their excuse.

 

[GoBuckeyes]

The customer was using a debit card I should have mentioned that we are 'count up'. Unfortunately the authorization doesn't reverse AND they get banged with two of them. I just looked back through some batch reports and it is a serious problem.

 

[Eric H]

I just looked back through some batch reports and it is a serious problem.

Are you saying that the authorization is being deposited into YOUR account?
I have customers that will call and say "I was charged $26 for my carwash! once for $6.00 and then two more times for $10". If I look up their transaction i will only see the $6.00 charge. Turns out that the issue is with the banks mobile app. The bank puts a hold on the $10 authorization and then when the wash is complete it sends the money to my account ($6 in my example) and then releases the hold on the $10. The problem is the mobile app makes all 3 line items look like withdrawals. If the customer uses a regular computer they can easily see the note associated with the transactions.