Issues charging credit cards

Quincy T. shared this question 15 days ago
Awaiting Reply

I have been having issues with charging customers cards. They are able to to in and enter thier payment details but when I go to charge them the balance due I get the following messge.

Invalid token referenced; token does not exist.

When I have taken a payment over the phone and entered the card number into IO myself I am able to recharge the card. Please advise how to fix this issue. I need to issue a refund and am not able to do so.

TIA

Comments (4)

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Can you please provide a lead ID where this has happened?

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#12313727

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What refund are you giving this customer?

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It is for the $10.83 the customer was overcharged.

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I have also tried and received the same error, I have turned this over to developers to see what is going on.

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Okay, Thank you

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I have heard back from the developers and it appears that the customer used one card to pay and your trying to refund on a different card. The refund has to be on the same card in order to do a refund through IO, you may be able to contact Global and try to do a refund that way. If you do, do the refund through global make sure that you record it in IO.

Thanks!

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Ok. That doesn't make sense to me. When the customer paid online, that is the card I am trying to refund. I have not manually entered any credit card information. Also my other customer is giving me tge same issue when I am attempting to refund due to weather. Their information is 12320867

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Sorry I misread what the developer was saying. Here are the exact words from developer:

The message "Invalid token referenced; token does not exist." has to do with the fact that the card was originally charged under one Global account, and was attempted to be recharged under another.

They’ve attempted 19 total card recharges and only one succeeded because it originated from the admin side and not the customer side. This likely indicates that the Global account associated with the Account Token entered on their Merchant Services page does not match the Global account associated with the other three credentials (X Web ID, Terminal ID, Auth Key).

Not sure what the user wants to do here. They could either just choose one Global account to process through, and would need to ensure both sets of credentials match that account, or they could keep it the same as it is now where customer payments are processed through one account and admin payments & recharges are processed through the other. If they want the latter, I’d need to engage with Global in order to make the change.

Please let me know how you want to proceed.

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It should only be one account for customer and admin charges? How do I get this fixed? What are the creditials needed and where do they need to be entered? Need this fixed ASAP. Thanks

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This should be fixed now please try your refund again and let us know if this is working.

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Good afternoon! I just tried for 12312973 and I am still getting the same message.

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I will let the developer know that this is still happening.

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What is the balance that your trying to refund for this lead?

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50.00

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This has been fixed please try to process a refund and let us know if this is now working for you.

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