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MYSTERY CHARGE ON CLIENT'S ACCOUNT

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christina frankola

11 Dec, 2013 10:57 PM

BSSI charged client $245 today.
Client sees that line item PLUS another $1.03 - we have no record of that $1.03 charge - I called Gravity, who also didn't see that charge processed today.

Please provide insight.

1. 1 Posted by Jess Pendley on 12 Dec, 2013 02:45 PM

   

   HI Christina --

   Can I have a link to the customer in question?

   Thanks!

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2. 2 Posted by christina frank... on 12 Dec, 2013 02:49 PM

   

   https://cheddargetter.com/admin/customers/get/id/94f092f7-62a2-11e3-a374-bc764e04674e

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3. 3 Posted by Jess Pendley on 12 Dec, 2013 03:10 PM

   

   Hi Christina --

   When a customer updates his credit card, we validate the credit card with a 1.03 authorization (and void if the auth is successful). This enables you to provide feedback to the customer in the event of an incorrectly entered card number and ensures that the payment method is valid for future charges.

   You can see that Norman subscribed to the "Executive Office 11 Rental" plan yesterday, so his credit card information was verified using the validation transaction.

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4. Jess Pendley closed this discussion on 12 Dec, 2013 03:10 PM.

5. christina frankola re-opened this discussion on 12 Dec, 2013 04:09 PM

6. 4 Posted by christina frank... on 12 Dec, 2013 04:09 PM

   

   This is news to me. Is this for every charge? If not, what specifically makes this happen/which customers would get such a charge?
   Was this 1.03 voided?
   Why couldn’t I see this in both Cheddar and Gravity?
   It makes for poor servicing on an account when the business cannot advise a client until the next day about a charge, regardless of the amount.

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7. 5 Posted by Jess Pendley on 13 Dec, 2013 03:31 PM

   

   HI Christina --

   This is not a "real" charge, it is for authorization purposes only and no money is actually exchanged. It's very similar to what happens when someone pays at the pump at a gas station.

   This doesn't happen on every recurring charge, just when payment information is updated or when a billing address is changed.

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8. Jess Pendley closed this discussion on 13 Dec, 2013 03:31 PM.

9. christina frankola re-opened this discussion on 18 Dec, 2013 06:49 PM

10. 6 Posted by christina frank... on 18 Dec, 2013 06:49 PM

    

    This comment was split into a new private discussion: Unrecognized gateway error

    I just received this error when attempting a charge:

    (500:1000) An unrecognized gateway error occured

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11. Marc Guyer closed this discussion on 18 Dec, 2013 08:55 PM.