Has your customer been double charged twice for a transaction?
On Wednesday 29 August 2018, First Data Merchant Solutions (FDMS) experienced a technical issue which caused some customers to be charged twice for a single transaction. All impacted customers have been automatically refunded.
Please see FAQs below for more information. Unfortunately our Customer Service team is unable to provide additional advice at this time. We apologise for any inconvenience this has caused you or your customers. FDMS is investigating this issue as a priority.
Last updated Tuesday 25 September 2018.
Frequently asked questions
Should I refund my customer?
Please do not refund any money as your customer has been automatically refunded.
What if I refunded a customer for a duplicate transaction error?
FDMS have confirmed that they will credit your account for these refunds to make sure you are not out of pocket. These refunds will appear on your October FDMS statement as a ‘Goodwill Adjustment’.
Please be aware cash refunds for card payments are not compliant with anti-money laundering legislation and assistance will not be provided.
Will I be charged additional card processing fees for the duplicate transactions?
FDMS corrected the duplicate transactions on 1 September, which is unfortunately, outside of the August statement cycle. As such, you may have seen charges associated with the duplicate transaction in error on your August statement. These will be refunded in your September statement and will appear as ‘Dup tran refund 31 Aug’.
Why has money been withdrawn from my bank account?
Your transactions from Wednesday 29 August were settled to you on Tuesday 4 September. Due to the FDMS transaction issue, the duplicate amount has been both credited and withdrawn from your bank account on Wednesday 5 September. These dates may differ depending on your bank.
What if my customer does not believe they have been refunded for a duplicate transaction?
Firstly, the cardholder should check their bank account to ensure they have not been refunded. If they still believe they have not been refunded for a duplicate transaction caused by the FDMS issue, you can contact us to investigate.
I have not processed any refunds. Why do they show on my Performance Reports
Performance Reports will include the automatic refunds processed by FDMS to resolve the duplication transaction error.
Will my October FDMS statement be correct or will it show these errors?
We are working with FDMS to ensure that the value of your October statement is correct.
Will my end of day reports by correct?
At this stage we are not aware of an issues with end of day reports generated from your card machine.