I'm in need of some help to understand where I went wrong.
I received a call from a donor who had two charges authorized on his account. After looking at TSYS, there one scheduled to be processed, and the other was voided. Both were taken from the donor's account, and he feel into overdraft.
The donor asked to be refunded for the total amount of BOTH gifts.
I knew that one of the gifts was a void, but I didn't want to argue with him about this.
I created a new gift for in the negative amount of one transaction, knowing this would appear in his account.
Many faxes and phone calls ensued. Finally by the end of the day, things were straightened out.
In looking back, I'm trying to determine where I went wrong.
If I make a mistake during entry, I know to return to the green money bag and delete the payment, so that it unauthorizes the card.
Then do I have to cancel out of the transaction entirely and start over from the beginning..re-entering the ID number?
Is there some documentation on what to do for credit card entry?
Thank you,
Chris
Hi Chris,
I don't believe you did anything wrong. "Authorizations" can be held for up to 60 days (depending on the card type) before an actual charge is placed and sometimes are not dropped until the end of that period. These authorizations usually go unnoticed by the cardholder, since it washes out. It is a pain when it happens in a situation that could overdraft the patron or at the end of a billing cycle. When I have had to deal with it, it has been the same series of phone calls and faxes you describe.
~Sadie