- Quick Issue Resolution
- Hands-on Support
- Ongoing Care
Overview
One of our customers, a pharmacy, got in touch after noticing a mismatch between their End of Day Report and the actual takings for that day. They’d already spoken to their bank, who suggested the difference might be down to transaction fees due to be collected at the end of the month. However, this seemed unlikely, as the End of Day Report typically doesn’t account for these fees.
To get things moving, we asked the pharmacy to send over a photo of their End of Day Report and till receipt. That way, we could clearly see the issue and raise it with the right people – freeing them up to get on with running their business.
Our Approach
We wanted to get to the bottom of the problem quickly and figure out if it was a terminal issue, a software glitch, or maybe a case of using the wrong function on the machine. Here’s what we did:
Collected the customer’s End of Day Report and till receipt
Got in touch with the merchant bank to raise the issue
Kept up consistent communication with the bank to speed up a resolution
This plan meant we could properly investigate and push for answers without delay.
The Outcome
After we explained the situation and passed on the evidence, the merchant bank confirmed they’d investigate fully. They quickly ruled out transaction fees as the cause, as those aren’t included in End of Day Reports. We made sure the customer was kept in the loop throughout, letting them know the bank was looking into it and that we’d keep them updated along the way.
Eventually, we received confirmation that all transactions had gone through successfully and the funds were already settled in the customer’s account. We let the pharmacy know immediately to put their mind at ease.
Later, the bank identified a software issue with the card machine. They shared guidance to help avoid confusion in the future, recommending the customer check the banking portal for the most accurate information. We passed this on, and the customer was happy with both the outcome and the advice.
This case shows the benefit of having a hands-on support team like ours. We acted quickly, gathered the right info, and stayed on the case with the bank to make sure the pharmacy wasn’t left wondering what was going on.
Most importantly, we confirmed that their payments had been processed properly, and helped make sure they knew what to do next time if something similar cropped up. It’s a great example of how we don’t just offer payment solutions – we offer real support that gives our customers peace of mind and confidence in our systems.
