We are using Sage Payment Solutions to process our credit cards.  We are currently on version 4.40.0.10. 

We sometimes pre-authorize credit cards on the sales order and then finalize the transaction on the invoice.  Sometimes we simply do a one-step credit card authorization at the time of invoicing.

On 12/19 we processed three sales order pre-authorizations which we all included in one batch on Sage Payment Solutions.  There were no other entries in the batch.  The batch settled as one would expect.

On 12/23 we converted a batch of sales orders into invoices, three of which were the ones the above batch on 12/19.  There were three new credit card trnasactions run in the invoicing batch.  When the batch settled Sage Payment Solutions did not treat the three from the 12/19 as closing transactions but treated them as new transactions which caused a duplicate billing to our customers.

I called Sage Payment Solutions to figure out why this happened and to ask them to correct it.  One guess what the answer was: " We can't fix it. You need to credit the cards affected and we can't answer why the software did what it did."  They transfered me to a department that was supposed to be able to answer the remaining question of how this happened but no one picked up the phone.  I hung up after waiting on hold for about fifteen minutes.

Since I do all the billing I know there was not a change in procedures and as far as I know there was nothing out of the ordinary with the batches in question.  Has anyone else experienced this issue in MAS with Sage Payment Solutions?  Any ideas as to how MAS lost track of the pre-authorizations on the sales order and ran them a second time?

Thanks for any and all advice.

Bill Wall