UPDATES: June 17, 2020: CREDIT CARD REBILLING UPDATE
CREDIT CARD REBILLING UPDATE
We’ve been notified by our payment processor that refunds/corrections have been issued for the rebilling problem that occurred this past weekend. We’ve also received further clarification from them that the rebilled amounts were tied to purchases on January 31, 2020 and February 1, 2020. Those affected should see the credit transactions either in pending or processed on their accounts either today or tomorrow. The timing is dependent on the processes of the cardholder’s financial institution (the credit card issuer).
Because this error occurred completely with the payment processor’s systems, we lack access to data and information regarding who was affected and the overall scope of the issue. We had many people working through several channels to understand the issue and make contact with our payment processor as soon as we became aware of something being amiss. We were unable to make significant headway until the start of the business day on Monday.
If this issue has resulted in additional fees or you or your customers, and if you or your customers are still experiencing issues or have concerns, please contact Demonstrator Support at 1-800-782-6787 or email@example.com.
We understand this has caused inconvenience and frustration, and apologize for this. While our payment processor is reputable and widely used, we will be looking for a new partner who is better able to work with us regarding our North American payment processing needs. In the meantime, we’ve been assured by the current payment processor that they’ve taken steps to prevent this issue from occurring again.