Sorry for the late update!
Regarding reversal processing: We have confirmation that Visa reversals have been processed successfully. We are thereby closing this incident.
We are deeply sorry about the inconvenience this incident has caused to partners, merchants and cardholders. We strive to do our best, and therefore we will surely improve our systems to avoid similar incidents in the future. A deeper analysis is ongoing and an action plan is to be developed. When we have this ready, you can expect this incident to be updated with a postmortem; expect this early December.
Oct 13, 13:04 UTC
Regarding incident announcement to issuers: Visa closes the incident by announcing to issuers that reversals will be processed with processing date October 13th. Expect another update no later than 2021-10-13 12:00 UTC for when we have confirmation that Visa reversals have been processed successfully.
Oct 12, 13:10 UTC
Regarding reversal processing: We have confirmation that Mastercard reversals have been processed successfully. Visa reversals are ready for tonight’s processing cycle since no option turned out feasible for inclusion in an extended cycle. Visa will circulate an announcement to issuers when the reversals are successfully received by Visa. We will update this incident as soon as the announcement is circulated; expectedly today. Expect the next update no later than 2021-10-13 12:00 UTC.
Oct 12, 11:53 UTC
Regarding reversal processing: We have only good indications for Mastercard reversals so far and expect them to process cleanly. Visa reversals will unfortunately not make it for tonight’s clearing cycle. We are exploring all possibilities for having Visa reversals included as soon as possible. Expect another update no later than 2021-10-12 12:00 UTC.
Oct 11, 21:33 UTC
Regarding incident announcement to issuers: We do not expect a Mastercard announcement to be circulated.
Regarding reversal processing: Mastercard reversals have been sent for processing in tonight's clearing cycle. Visa reversals are slower to produce, and we are not sure if we will make it for tonight’s clearing cycle. Expect another update no later than 22:00 UTC.
Oct 11, 14:47 UTC
Regarding incident announcement to issuers: Visa has circulated the announcement.
Oct 11, 10:36 UTC
Regarding incident announcement to issuers: We are working with Visa to have the information reach relevant issuers. The announcement is expected to be circulated among issuers today. We are chasing Mastercard if such an announcement is possible and necessary.
Oct 11, 08:52 UTC
We have confirmation that we are able to reverse the duplicate transactions. For a pair of double transactions, the first transaction will stay whereas the second will be reversed; and it will be reversed with the posting date being the same as the second transaction. This ensures that cardholders should experience no consequences as for currency exchange rate fluctuations between the day of the second transaction and the reversal.
We are doing our best to have the reversals executed with schemes during Monday’s clearing cycle, i.e. the night between Monday and Tuesday. This incident will receive an update on this no later than Monday afternoon, 2021-10-11 15:00 UTC.
It is important to note that since we will automatically process all reversals (both purchase transactions, refund transactions and credit transactions), please do not manually reimburse cardholders or alike. We have reached out to schemes to get the information to issuers to hold back potential chargebacks that could otherwise be created due to this incident. This incident will receive an update on this no later than Monday morning, 2021-10-11 09:00 UTC.
Oct 10, 10:38 UTC
We are still working on reversing the transactions.
If you suspect your cardholders are impacted by this and want to be certain, please reach out to us via email to email@example.com
and include your Merchant ID (you can find it in the upper right for instance when seeing details for a transaction); then we will respond with a list of impacted transactions.
Oct 9, 19:58 UTC
During transaction clearing, already cleared transactions were cleared again. All transactions (captures, refunds and credits) processed between 2021-10-06 19:00:00 UTC and 2021-10-07 18:59:59 UTC were affected for both Visa and Mastercard, with the exception of Visa credits.
We are investigating the issue and working on reversing the transactions.
Expect the next update no later than 2021-10-09 20:00 UTC.
Oct 9, 13:43 UTC