EDC repeating charge

[newbie09]

Hi All!
A fun new development with our system!
A charge is appearing on EDC without being entered through Aloha TS.
The EDC Transaction Report is showing it occurring in standalone (Automatic Authorize) mode.
The customer has only made one purchase on 01/15/09. The card was swiped twice due to an error on the 1st payment transmission. We deleted the payment that wasn't authorized. The next morning it was observed that the deleted charge had actually been processed, thus double charging the customer. We contacted our credit card processor, obtained the credit card number and issued a refund, which was received by the customer on the 20th.

February 2nd, that customer called to say she had been charged on Feb 1st again in the same amount. This charge didn't show on our EDC report, nor were there any receipts for that amount. I called the credit card processor and they said no charge was put through for that amount. Later that night, when settling the batch the numbers were off and sure enough, there was a charge for this amount; yet, there was no receipt. The transaction report listed it as a standalone (Automatic Authorize) mode. I voided it. Today, Feb 3rd, our report is showing yet another charge. I voided that.
This morning, the customer called and said she was charged again on the 2nd.

Four questions:
1. How could she have a charge and it not show up on our report?
2. Why didn't the void go through the next day when it was on the report?
3. Why would this charge show up out of nowhere?
4. Isn't Aloha or EDC supposed to only store the last 4 numbers of credit cards after settlement? How is it pulling her credit card number for these additional erroneous transactions?

How do I stop this cycle?
Thanks!!!

 

[posknowitall]

Check your edc folder for a .hld or .ans file. If there is one or more delete it but be sure you have no current processing going on as not to interfere with true .ans or .hld files.

 

[SwampGas]

How are you processing cards? Modem or SSL?

Are you successful in closing the batch? -no TXN files in the EDC directory of the processor?

Once the batch is closed, check all terminals EDC directory for any .SPL files. If any files exist at this point in any terminals, delete them.

.SPL files not removing from the register terminal can represent file permission issues, and/or the EDC service is not registered as an administrative service. Fix this. Sometimes you can have a permission issue on one particular terminal and not know it until that one particular terminal became a master. Then this type of issue can occur.


Aloha will store the entire credit card card number in the STL and TXN files. It is in encrypted form proprietary to Radiant.

If you run an audit report, you can see the full credit card numbers. This is considered a business use and is acceptable. -Aloha version 6.5 will have an option to restrict if BOH users can see card information in the audit report or not.

The DELTRACK utility will scrub this information. It is a good idea to use DELTRACK in your winhook file and pass the parameters for it to scrub data older than 30 days (You cannot re-process cards after 30 days, so this is my recommended setting). After a day has been scrubbed with DELTRACK, you will not be able to recover the card number at all, other than the last 4 digits. Reprocessing a transaction after it has been scrubbed will be impossible also.

 

[newbie09]

Thank you for your responses. It was a TXN file in the master.
I'll be setting DELTRACK up shortly.

 

[SwampGas]

Remember, there is a reason why the file is not being removed from the master terminal. Figure that out so that you will not come across this again.

 

[DTSMAN]

I agree with Megabyte.
Usually a user/permission issue not being set the same on all terminals allowing the deletion.

Bo

Remember,
If the women don't find you handsome,
they should at least find you handy.
(Red Green)

http://www.redgreen.com

 

[newbie09]

Where are these user/permission settings kept or adjusted?
Can I search from BOH and fix this or do I have to go to each terminal and adjust things there?

The original transaction was being processed from Term2 and failed during a system crash (power surge as one of our employees had plugged a refrigerated deli case into our aloha circuit)
When our printer went off line two weeks later, the system started spooling the file again
The TXN file was, at that time, living in Term1.

I'm really rather surprised that the software doesn't filter out old files. the date is coded into the file name and also into the text in the first line of the TXN file.

 

[SwampGas]

Easiest way I can think to explain how to do this:

Start off by verifying from each terminal that you can create and delete a file to the BOH via the "My Network Places".

Then do the same from the BOH to each register terminal The first time you have an issue, now you will be able to tell if it is between the BOH and a terminal or a terminal and the BOH.

Also, the service EDCSvr will be registered in the services.msc console. It should be run as an administrator account that also has full permissions on the terminals.