$14
If you are not bored please read on, you will be soon;
Hello Krishnan,
I just spoke to the store and was able to determine that the amount of the duplicate transaction occurred on 25/06 at 6:16pm for $14.00 and again at 6:17pm for $14.00
Both of these transactions failed with X0 NO RESPONSE message. Meaning that the PINPad had been able to contact the bank, and send the transaction through, but had not received a legible response back from the bank.
Looking at the other errors in the log, we see quite a few other X0 NO RESPONSE messages, Z1 NO DIAL TONE and Z6 NO CARRIER.
These type of errors are typical if a) the phone line is shared, or b) there is “noise” on the line – an example is when the line is shared with an ADSL internet connection and the ADSL filters are starting to fail.
Getting back to the two $14.00 transactions, because the system received a NO RESPONSE message for each of these transactions, a successful reversal message was then sent at 6:17pm and also at 7:20pm (during the next transactions), so although the customer account would have been debited the two $14.00 amounts, they should have also been credited the same amount back (so that the net amount would have totalled out back to $0).
Are you able to confirm that the customer had the two amounts credited back to their account?
As for the other errors seen in the logs, I’ve just spoken to the store and suggested they look at trying the IP gateway connection (where transactions are sent via the internet, rather than dial up modem). The cost is $10(ex GST) per terminal per month and a one of $50 set up fee, allowing unlimited transactions to be sent via the internet through our gateway to the bank.
This should resolve the type of errors they have been seeing and also should provide transactions speeds typically 4 times faster than dialup.
I’ll send you through a separate email on the gateway
Regards,
Richard
Hello Krishnan,
I just spoke to the store and was able to determine that the amount of the duplicate transaction occurred on 25/06 at 6:16pm for $14.00 and again at 6:17pm for $14.00
Both of these transactions failed with X0 NO RESPONSE message. Meaning that the PINPad had been able to contact the bank, and send the transaction through, but had not received a legible response back from the bank.
Looking at the other errors in the log, we see quite a few other X0 NO RESPONSE messages, Z1 NO DIAL TONE and Z6 NO CARRIER.
These type of errors are typical if a) the phone line is shared, or b) there is “noise” on the line – an example is when the line is shared with an ADSL internet connection and the ADSL filters are starting to fail.
Getting back to the two $14.00 transactions, because the system received a NO RESPONSE message for each of these transactions, a successful reversal message was then sent at 6:17pm and also at 7:20pm (during the next transactions), so although the customer account would have been debited the two $14.00 amounts, they should have also been credited the same amount back (so that the net amount would have totalled out back to $0).
Are you able to confirm that the customer had the two amounts credited back to their account?
As for the other errors seen in the logs, I’ve just spoken to the store and suggested they look at trying the IP gateway connection (where transactions are sent via the internet, rather than dial up modem). The cost is $10(ex GST) per terminal per month and a one of $50 set up fee, allowing unlimited transactions to be sent via the internet through our gateway to the bank.
This should resolve the type of errors they have been seeing and also should provide transactions speeds typically 4 times faster than dialup.
I’ll send you through a separate email on the gateway
Regards,
Richard
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