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Resubmitted Transaction Issue FAQs


Doc ID:    A1728
Version:    6.0
Status:    Published
Published date:    02/06/2017
Updated:    02/06/2017
Categories:    Technical Details
 

Answer

Important FAQ Updates

Are you issuing reversals or refunds for these resubmitted transactions?
Yes. We are currently in the process of issuing refunds or reversals on the resubmitted transactions.

If you are processing on the First Data Nashville (FDCN) platform, your transaction was likely reversed. Any resubmitted transactions that were unable to be reversed on FDCN will be refunded.

If you are processing on any other processing platform, you will see refunds for the affected transactions, not reversals.

Note: A refund is a credit transaction, meaning you will see the resubmitted charge transaction and a subsequent credit transaction.

A reversal actually reverses the original resubmitted transaction, similar to a void transaction. As previously communicated, if a reversal was issued for a resubmitted transaction, you will still see the resubmitted transaction in the Merchant Interface with the October settlement date. You can verify that the transaction was reversed by contacting your acquirer/Merchant Service Provider (MSP).


I process on First Data Nashville – what happens now?
The reversals have been issued for the resubmitted transactions, but you will still see the resubmitted transactions in the Merchant Interface. You can verify that the transaction was reversed by contacting Authorize.Net Support with the Transaction ID, or by contacting your Merchant Service Provider (MSP).

Important: Though the resubmitted transactions still show in the Merchant Interface, if you try to issue a refund on one, you will see the following error:
"The referenced transaction does not meet the criteria for issuing a credit."

This is expected behavior as the resubmitted transaction was reversed by FDCN.

If you later need to issue a refund on the original transaction from September, you will need to enable the Expanded Credits Capability service (ECC) on your account, which you can disable at any time. More information on ECC can be found here.

I still don’t see my refund, but I need to refund my customer ASAP. What should I do?
Issuing a refund outside of the Authorize.Net system may complicate and prolong the refund and resolution process.

In the event that you need to issue an expedited refund to your customer, please issue the refund against the resubmitted transaction to the original payment method using the Authorize.Net system.

Will my customers receive an email notification once the refund has processed?
Yes, if you have opted to send email notifications to your customers, they will receive an email confirming the refund. If your customer was never aware of the resubmitted transaction to begin with, this could cause confusion. We recommend contacting them directly to explain the issue.

Should I reach out proactively to my customers about the resubmitted transactions and pending refunds?
Yes, we recommend that you contact your customers directly. Letting your customers know what is going on can help decrease the risk of unnecessary chargebacks filed for the resubmitted transactions and help make sure there is no confusion on the customer’s end.

I had more than one transaction resubmitted. One or more has been refunded, but the others have not.
As we are still processing the refunds, this can happen. The refunds are being processed using the Transaction ID of the resubmitted transaction, not your payment gateway ID. So it’s possible to see affected transactions refunded at different times.

Will Authorize.Net be reimbursing my customer for their fees incurred?
Refunded transactions will be posted to your customers’ accounts as they are processed. It will not be necessary for your customer to take any action. If your customer incurred incidental fees related to the resubmitted transactions, please instruct your customer to contact their card issuer (bank) and request the card issuer reverse those fees. As the resubmitted transactions were processed in error, the card issuer should be able to correct or reverse fees that were charged as a result of these resubmitted transactions.

Previous FAQs

Why are my customers and I seeing resubmitted transactions?

Authorize.Net experienced an issue during a system update on October 17th that caused a subset of transactions previously settled from September 20-25 to be sent for settlement again between October 17th and 18th. The resubmitting of transactions is no longer occurring.

What is Authorize.Net doing to resolve this issue?
Authorize.Net is currently in the process of issuing refunds through our system for the affected transactions.

For some merchants processing on First Data Nashville, we have issued reversals instead. Please see “I process on First Data Nashville – what happens now?” for further information.

How do I find out which processor I use?

  • 1. Log into the Merchant Interface at https://account.authorize.net.
  • 2. Click Account from the main toolbar.
  • 3. Click Merchant Profile from the menu on the left.
  • 4. Under the Payment Methods section, the Processor name will be listed.


How do I view these affected transactions?
To locate these transactions, please follow these steps:

  • 1. Log into the Merchant Interface at https://account.authorize.net/.
  • 2. Click Search from the main toolbar.
  • 3. Click Search for a Transaction from the menu on the left.
  • 4. Select October 18 and October 17 in the From and To drop-down boxes in the Settlement Date section.
  • 5. Click Search.
  • 6. Any impacted transactions will have a Submit Date from September.

I already refunded the resubmitted transaction through Authorize.Net's system. Will it be refunded again?
Transactions linked to a settled Transaction ID that have already been refunded through the Authorize.Net system won't be refunded again by Authorize.Net.

To find a previously refunded transaction:

  • 1. Log into the Merchant Interface at https://account.authorize.net/.
  • 2. Click Search from the main toolbar.
  • 3. Click Search for a Transaction from the menu on the left.
  • 4. Select Refund from the Status drop-down from the Transaction section.
  • 5. Enter the refund's Transaction ID in the ID field in the Transaction section.
  • 6. Click Search.

I already refunded the resubmitted transaction outside the Authorize.Net system. Will it be reversed or refunded again?
If you already issued a refund outside the Authorize.Net system, then the resubmitted transaction will also be reversed or refunded, resulting in a reconciliation error.

To reconcile the refund processed outside Authorize.Net's system, you can re-bill the successfully settled transaction. Please review this article for more information on what steps to take.

After the refund is processed by Authorize.Net, what happens if I need to refund my customer for the original transaction, not the resubmitted one?
Because the original transaction was resubmitted, the system will only have a record of the resubmitted transaction. And, because that transaction will already have been refunded, the system will not recognize that there is still a transaction on the books to refund against.

As such, if you need to perform a refund, you will need to enable the Expanded Credits Capability service (ECC) on your account, which you can disable at any time. More information on ECC can be found here.

What if the transaction that was resubmitted was a credit/refund transaction? How will these be handled by Authorize.Net?
We will have more information soon on how we are handling these resubmitted transactions.

Where will I see the refunds in the Merchant Interface?
Until the refund settles, it will be in the Unsettled Transactions section of the Merchant Interface. Once it settles according to your batch cut-off time, it will be in the Settled Transactions section.

To find an unsettled transaction:

  • 1. Log into the Merchant Interface at https://account.authorize.net/.
  • 2. Click Search from the main toolbar.
  • 3. Click Unsettled Transactions in the main left side menu.

To find a settled transaction:

  • 1. Log into the Merchant Interface at https://account.authorize.net/.
  • 2. Click Search from the main toolbar.
  • 3. Click Search for a Transaction from the menu on the left.
  • 4. Select October 21 in the From drop-down and All Settled in the To drop-down boxes in the Settlement Date section.
  • 5. Select Refund from the Status drop-down from the Transaction section.
  • 6. Click Search.
  • 7. The refund transaction will be in the results. To locate the original re-submitted Transaction ID, called the Reference Transaction ID, there are 2 options:
    • 7a. Select the Trans ID in the far left column, or
    • 7b. Select Download To File and choose one of the Expanded Fields options and click Submit.

What if I accidentally void the refund transaction before it settles (while it's in the Unsettled Transaction section)?
If the refund transaction is voided by you or someone in your organization, the resubmitted transactions can still be refunded manually in the Merchant Interface.

  • 1. Locate the resubmitted transaction(s) using the steps from "How do I view these affected transactions?"
  • 2. Select the Transaction ID.
  • 3. Click the Refund button.

How will I know that the refund has been issued for these resubmitted transactions? When will my customers and I see my refund process?
Processing of refunds has been initiated. Different merchants and processors have different settlement cut-off times. Once your refund is processed, it will settle with your regular batch. Your customers will see the refund after your standard funding period.

If you have elected to receive transaction notification receipts, you will also receive an email once the refund has been processed.

Note: If you are processing with First Data Nashville, you will still see the transaction in the Merchant Interface even though it has been reversed. You can check with your MSP to confirm.

Will I be charged again for the Authorize.Net fees associated with these transactions?
We will waive or reimburse the Authorize.Net fees that were charged for these transactions. We will have more information available soon.

Am I going to be reimbursed for other fees directly associated with these transactions?
Yes. Authorize.Net will reimburse direct and documented fees associated with these re-submitted transactions.

How do I submit a reimbursement request? What information do I need to include (for example, MSP statement, etc.)?
We are currently finalizing a process for reimbursements and for what information will be required. We will follow up with more information as we have it available.

What are you doing to prevent this from happening again in the future?
Investigation and analysis on this issue was conducted and appropriate steps taken to ensure this issue doesn't happen again.

System stability and reliability are of utmost concern to Authorize.Net as we realize we are a business-critical service to you. We have made significant investments this year in our infrastructure and commit to continuing to do so, in order to maintain the highest levels of operational excellence.

What is driving the timeframe to address this issue?
After discovery of the issue, emails were sent to any affected merchants advising that we were working to address the resubmitted transactions.

After identifying the affected transactions, we have been working with our processor partners to determine the best way to reverse or refund the affected transactions while mitigating any unintended consequences to you and your customers.

What should I tell my customers about this issue? They're blaming me.
Please tell your customers that this was an error on the Authorize.Net payment processing platform and was not your fault, and that we are issuing reversals and refunds for the resubmitted transactions.
 


 
 


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