- Prompt Issue Resolution
- Customer Support
- Merchant Guidance
Overview
One of our customers, a bowls club, reached out to us after experiencing issues accessing their merchant banking portal, along with concerns over a missing payment in their daily settlement. They were unable to locate a card transaction from the previous day and needed urgent support to investigate. Understandably, the club was concerned about the missing funds and wanted reassurance that the issue would be identified and resolved swiftly.
Our Approach
We responded immediately to ensure the bowls club regained access to their merchant banking portal without delay. The bank issued a reset email for their login credentials, allowing the merchant to successfully log in once again. This gave them full visibility of their transaction reports and helped them review their settlement records with confidence.
We then initiated an investigation with the bank to determine why a transaction was not included in the previous day’s settlement. The investigation identified a hardware-related issue with the bowls club’s payment terminal that had prevented the transaction from being correctly processed into the settlement. By liaising directly with the bank’s support team, we were able to gather detailed information promptly.
The Outcome
To prevent further disruption, we arranged for a terminal swap and ensured the bowls club received a brand-new machine. Simultaneously, the missing settlement was refunded to the club straight away, providing them with reassurance and continuity.
This case demonstrates BMS’s ongoing commitment to supporting merchants, even when the issue lies outside of typical operations such as settlement errors. By acting quickly and working closely with the bank, we helped the club overcome both technical and financial concerns, ensuring minimal disruption and maximum peace of mind.
