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Microsoft Dynamics RMS (Archived)

BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

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Posted on by Community Member Microsoft Employee

Hi all

 

We are troubled with a serious issue / bug in RMS, I just wonder that I couldn’t find anyone else complaining about it.

 Customer provides a card to be charged and RMS arbitrarily produces an amount to charge the customer “credit card tendered” and then populates the overcharge as “change credit card”!! see screenshot.

 receipt.jpg

 The tender entry table shows 2 credit card records reflecting what’s on the receipt (in this example 3,529.13 positive amount  and credit amount of -3,513.69), and the authorization receipt shows the full charge amount (not the net of both), see attached.

 amount-to-authorize.jpg

 We confirmed RMS sends the charge amount for processing in this case 3,529.13 and it ignores the credit amount!

 

Now if this would be an isolated event we would suspect something was done wrongly by the cahier, but after querying all transactions with related tender entries of positive and negative credit card charges we’ve realized that such scnerio is wide spread in locations and in time frame so we suspect it to be a system issue, this is a horrible situation and is directly affecting customer satisfaction, PLEASE HELP!!!!

 Query below, for now we will monitor the situation daily

 We appreciate any suggestions.

 

SELECT
	te1.BatchNumber
	,te1.StoreID
	,te1.TransactionNumber
	,te1.CreditCardNumber
	,te1.Amount
	,t.Time
	,b.RegisterID
FROM POSHQ..TenderEntry te1
LEFT JOIN POSHQ..[Transaction] t
	ON te1.StoreID = t.StoreID
	AND te1.TransactionNumber = t.TransactionNumber
LEFT JOIN POSHQ..Batch b
	ON te1.StoreID = b.StoreID
	AND te1.BatchNumber = b.BatchNumber

WHERE EXISTS (SELECT
		*
	FROM POSHQ..TenderEntry te
	WHERE te.TenderID = 2
	AND te.TransactionNumber <> 0
	AND te.TransactionNumber = te1.TransactionNumber
	AND te.StoreID = te1.StoreID
	AND te.CreditCardNumber = te1.CreditCardNumber

	GROUP BY	te.TransactionNumber
				,te.StoreID
				,te.CreditCardNumber
	HAVING COUNT(1) > 1
	AND SIGN(MIN(te.Amount)) <> SIGN(MAX(te.Amount)))



*This post is locked for comments

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    Hi,

    EDC tab shows: "do not user electronic capture software"

    To update this thread, we've  identified the cause:

    Steps to reproduce the issue:

    1. Associate rings up a transaction, shows the tender screen, presses the + sign to populate CC amount to charge, cancels the tender screen (but not canceling the sale)
    2. Transaction amount is lowered (either by adding discount, removing items or changing to cheaper items)
    3. Tender screen is shown again, it still shows original tender amount populated from before. (if associate presses + sign on that cc line, amount to charge would be adjusted, else a cash change amount would be populated prompting to return cash [bad, but still not the issue at hand])
    4. Associate looks for blank CC line and presses the + sign, RMS than populates the charge overage amount as a negative amount (the difference between the other tender lines and the total transaction amount) to that CC (which it actually does not process).

    Since we could not find other users reporting the same problem we suspect that it is not a core RMS flaw but rather caused by code in our credit card processors plugin, but we couldn't verify that for sure, can anyone tell us if they can reproduce the same?

    Solution for us:

    Our CC processor was able to update their plugin to check if total positive CC charges is more than transaction amount and throws an error message.

    Thanks everyone for your help.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    Hello Jay,

    At the stores, if you go to Store Operations Administrator | File | Configuration | EDC tab, what is the configuration shown there?

    Thank you,

    Scott Wardzinski

    Microsoft Dynamics RMS & POS Support Engineer

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    thanks for sharing your insights.

    Regarding cashiers entering odd amount, I’m afraid if this is caused by a bug as similar occurred already in many stores and registers.

  • Suggested answer
    RMS Wizard Profile Picture
    RMS Wizard 1,205 on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    The add-in determines how the tender is handled and whether any of the tender properties in RMS are considered or ignored. The add-in operates independent of RMS by hooking itself into the tender procedure then passing control back to RMS when done. Contact the add-in provider for proper setup instructions. The add-in provider should be listed under Start, All Programs if not visible in the pop-up window that appears when you select Credit Card tender.

    You should also determine why cashiers are entering an odd figure into the tender box instead of the exact amount (+). 352913 was entered in your example.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    thanks for tips 3 and 4

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    Thanks again for all your help.

    1. I have verified that change tender was already set to cash

    2. so you suggest RMS ignores the setting "prevent cashier overtendering option" since an addin is used?

  • Suggested answer
    RMS Wizard Profile Picture
    RMS Wizard 1,205 on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    Observations --

    1, Change tender appears to be set incorrectly.
    Run Store Operations Manager, File, Configuration, Tender tab, Default Change Tender. Cash is the normal setting if cash is a valid tender.

    2. Cashier appears to be typing in an amount for the tender or perhaps scanning an item into tender instead of pressing "+" key on keyboard number pad which is the shortcut for exact amount.
    If credit card payment will never be a high dollar amount you can also set a maximum figure under the tender's properties Verification tab (Store Operations Manager, Database, Tenders, Credit Card, Properties).

    3. Sales tax appears to be missing from the receipt.
    Run Store Operations Manager, Database, Item Taxes, select tax, Properties, enable "On receipt".

    4. Your credit car tender type is set to Other which means you are using an add-in for credit card processing, not the internal EDC processing in RMS. Contact the add-in provider to ensure you have the correct setup.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    I appreciate your assistance.

    I do not have enough knowledge in this area.

    What points to the fact that it is an addin managing this tender type? Is it tender type “other”?

    Is there a place where I can see the add in setup in RMS?

    thank you.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    Jay

    It appears from your Image that you are using an addin for credit card processing.  So in that case RMS does not control the processing or prevention steps.  That responsibility lies with the addin to implement.   It seems this has not been implemented properly within the addin, since the change amount is not checked before processing the card.  

    I unfortionately do not have a RMS fix for you other than you have to work with the addin provider to get this problem resolved.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: BUG? Dynamics RMS POS: Customer being charged incorrect amount on credit card!

    Was always set this way:

    tender.jpg

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