The 3rd Man - processing delays

[swardell]

I've been advised by The 3rd man that they are experiencing some processing delays which may affect Actinic merchants. They are dealing with the issue and expect any delayed transactions to be processed and scored soon.

[Darren B]

I am still unable to get any 3rd man results today

[Humbridge]

Same problem here - more than 24 hours now.

[siwalker]

They are dealing with the issue and expect any delayed transactions to be processed and scored soon.

No 3rd Man results still, and since 11:15am Friday. Who from Actinic is working on this?

simon

[swardell]

I'm looking into the problem now and hope to have some further news shortly

[swardell]

The 3rd man service should be operating again and catching up, I have checked our own account and there are no outstanding transactions waiting on fraud scoring. Ive also randomly checked a number of merchant accounts and its catching up, I expect by the time you read this it will be up to date.

I apologize for any inconvenience caused.

I'll be investigating the root cause and possible further preventative measures, on Monday.

regards

[Darren B]

Thanks for the update but this seems to be happening more and more these days?

As Christmas is on the door this is a valuable tool that we really could do with working properly and efficiently as i get a number of orders for next day service a more than 24 hour delay is not ideal

Darren

[siwalker]

Agree with Darren. The importance of 3rd Man should be raised within Actinic as I've been told before by Actinic support staff that 'you can process orders without it', as if an outage was of no consequence.

I reported this latest downtime on Friday but was told it was at 3rd Man's end. However on Saturday it appears from this thread that Actinic suddenly decided to act. Can we clarify what happened?

simon

[swardell]

Hi

I am sorry that the 3rd Man service has been through this outage. I have been in discussions with The 3rd Man, CreditCall and with people here at Actinic. We take the matter very seriously, as we do with all of our services.

The issue on Friday that prompted this post was covered in a communication from The 3rd Man to ourselves indicating they were having system issues resulting in delayed processing of fraud scoring and status.

As I am sure you will appreciate we don't have any direct visibility of these systems and rely on our partners to keep us informed.

It would appear that although the initial issue was resolved there was a further problem which went undetected, sadly until I saw this thread again on Saturday.

Once I had contacted both CreditCall and The 3rd man on Saturday the problem was resolved and the service restored, catching up with processing very soon after.

There are a number of things we are now working on with our partners to firstly make sure this issue does not re-occur but also to provide a better monitoring loop at multiple levels such that should an issue in any one system occur each other system would become aware and raise the necessary alerts.

As we progress this i will try to keep this thread updated with progress so please bear with me.

As to being told that The 3rd Man fraud scoring can take 24 hours, I am sorry but this was incorrect advice. Typically the fraud scores should be available within a 30 to 45 minute time frame but The 3rd Man quote up to 4 hours.

I hope this posting helps if you have further questions please feel free to either post them or message me directly and i will do my best to provide answers

best regards

Steve