PROTX PROBLEM - Transaction Failures

[aloebridge123]

I have just received the attached email from Protx informing me of a problem they encountered (not sure if it is just me) which has meant that any orders they authorised yesterday they are unable to process and I will need to resubmit the order or contact the customer for their details again.

Does Actinic store the customers card details or have a function where I can resubmit the order?

I feel a little concerned about ringing my customers to advise them that although they received confirmation that the payment was successful I am going to have to tell them it wasnt due to a technical problem and can I have thier details again!!!

Oh and I've already despatched some of the orders today (thanks)


Any help appreicated.


Regards

Linda
www.aloevera-and-you.com



Transactions Failures for 13th March 2005

I am very sorry to report that Protx has been unable to settle merchant transactions that were processed during the 24 hour period between Sunday 4am 13th March and 4am Monday 14th March 2005.

Compounding the above failure we have identified that the overnight secondary back up procedure also failed. We have identified this to a specific Microsoft database error that has now been corrected.

However the daily procedure we use to submit transactions to your bank for settlement has failed for this specific 24 hour period.

Despite the best efforts of the Protx technical team we have been unable to restore the data for this 24 hour period.

Protx is therefore unable to settle any of the transactions or refunds that were authorised in the 24 hour period between 4 am Sunday 13th March and 4am Monday 14th March 2005.

This means that even if you have received a confirmation e-mail or a response from Protx confirming a successful authorisation or refund during these hours, we were unable to complete this transaction with your bank.

Please see VSP Admin to confirm the status of your transactions. If they do not appear in VSP Admin then these transactions have not been completed.

To collect payment for orders which were placed on your site during this time, it is necessary to submit a new transaction through VSP Terminal or through your website. If you do not re-submit transactions, we are unfortunately unable to collect payment for these transactions.

Protx would like to sincerely apologise for any inconvenience caused by this problem.

If we can be of any assistance in issues resulting from this problem then please contact us as soon as possible.

[richard.a]

Protx

Hi, must check e-mail at work tomorrow!! Actinic does not receive any card details from a Protx vsp transaction. Unfortunately the only way to receive payment is to contact the customer.

If goods were sent by courier you could phone them up and stop them delivering I guess. I would say that it should be Protx that sorts this little mess out!

Regards


Richard
www.music-man.co.uk

[chris ashdown]

I totaly agree it should be protx who asks us for the customers details and then contacts them on our behalf

I have contacted my customers by phone and also sent copies of the protx email to my customers who ordered yesterday, But to me, if I was a customer I would think it a scam.

I imagine some companies could be facing a large number of unhappy customers, lucy for us it was not a monday when we get most orders

[aloebridge123]

What have you said to your customers?

In the replies you've mentioned that customers may think it's a scam - which I totally agree with. As I only found out after 6pm tonight and the technical team at Protx finish at 6pm, has anybody got any advise on how I approach this? - I don't want our customers to think it is a scam, nor do I want them to demand their order etc.. stating that they've paid.

I thought about attaching the email and offering an explanation but got stuck on the wording - I don't wish to lose these orders, nor do I wish to scare customers away from shopping at my site.

Any help would be greatly appreciated.

www.aloevera-and-you.com

[richard.a]

I would definately speak to Protx before sending any e-mails to your customers. They should as Chris said, be sorting this out for you. If the e-mail came from them then its better, perhaps explaining the fault.

Regards

Richard
www.music-man.co.uk

[aloebridge123]

Further info

I've just obtained further information that it appears that only merchants with HSBC and Bank of Scotland have been affected. (guess what - I'm HSBC)

Full details are available on the protx website for anyone concerned:

www.protx.com

Thanks

www.aloevera-and-you.com

[chris ashdown]

Thants not quite right anyone who uses pre-authorisation is hit as they do not show up on the transaction list so you cannot then authorise them. this is regardless of bank

[chris ashdown]

Answer from Protx just come in


Thank you for your e-mail.

Please accept my apologies for the inconvenience caused by this error.

These issues were caused by human error when we were resolving a database issue early on Monday morning. Please see a full update at the following link:
https://www.protx.com/Updates/Problem20050313.asp. We made merchants aware of the situation as soon as we had established that we were unable to recover the lost data.

In the first instance we recommend that you contact the customers who ordered on your site on Sunday and collect payment. You can process these transactions through the VSP Terminal which is found within VSP Admin.

If you have difficulty in collecting payments for the orders you have already shipped, please e-mail the transactions details to info@Protx.com and we will assist you in any way we can in collecting payment.

Once again I would like to sincerely apologise for the inconvenience and give my assurances that measures have been taken to avoid a repeat of this type of error.

Kind regards

Sophie