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RMS Down Grading Transaction - HUGE PROBLEM

We have just received our second case where customer swears that the CC was swiped but the CC processor received it as a manual entry. Apparently, when you swipe the card through the MSR and for some reason the return carriage DOESNT register and you click OK manually, the CC processor gets it as a manual entry. Which our customer pays a higher percentage for and has No rights to appeal if the transaction is disputed.

Anyone else having this issue or can shed some light on this?

PS: 1 out of 10 times the return carriage isn?t sent to RMS - Not all the time.

Reply to
Haik
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Haik,

I have left a few posts on this issue and you can get details if you search back on this forum. I spent months figuring it out. Here's what happens: The cashier does a sloppy swipe and will get a pop-up message that the number may not be good, BUT if they ACCEPT instead of CANCEL on the pop-up, RMS usually still has enough info for the required fields and will proceed to get an authorization. RMS marks the transaction as a MANUAL entry. My guess is that the special characters that are read from the card to verify it as a SWIPE transaction are missed.

We had to re-write our training manual and teach the cashiers to ALWAYS cancel out of the payment screen if they get the pop-up warning. This eliminated the problem. Unless you scour your credit card statements and understand them (not fun), it can very easily be overlooked and expensive. My guess is that this is happening frequently and most people are unaware of it. It should be addressed by Microsoft, at least to warn you

Marc

Reply to
Marc

Marc,

Thanx for you quick and extensive reply. I have never seen the popup message you are reffering to. But I will keep my eyes open for it.

I dont mean to intrude, but do you its possible I can get a copy of those training manuals?

BTW, have you > Haik,

Reply to
Haik

Thanx Marc!!

Do you have a screen shot or the exact verbage of the pop up message that comes up during a "sloppy swipe?"

"Marc" wrote:

Reply to
Haik

I thought it was in the procedure handout I sent you, but apparently that has not been updated. The following paragraph was added describing the situation:

"There is a specific situation that occurs when swiping a credit card that you need to be aware of. Occasionally after you swipe the credit card you will get a pop-up message saying that the card number may not be valid. YOU MUST CLICK CANCEL! If you click OK the sale will proceed, but the sale will register as ?card not present? and we may not get paid for that transaction. As noted above, try to get a different card for payment. If no other form of payment is possible, a manager may take that card, but a hard copy imprint MUST be made and attached to the signed charge slip."

That's all I have!

Marc

Reply to
Marc

Check your card reader in Notepad and see how many lines it's reading when you swipe your card for instance. Bet it's only reading one line and it comes in as a manual key transaction.

Reply to
David Dorian

Try the following if using PCCharge

SOAdministrator|Connect|Configration|EDC|Advance Options|Include Raw Track Data (Check it)

I had the same problem these steps solved it.

Reply to
Vishal

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