Subject: Re: [#499648] RE: Transaction Declined - [email-masked]
From: Venkata Burle <[email-masked]>
To: Jessie Caparas <[email-masked]>, Akshay Berry <[email-masked]>, Sankar T <[email-masked]>, Ronnie Dsouza <[email-masked]>, Amazon Payment Services Key Accounts <[email-masked]>, PayFort Operations Team <[email-masked]>, Hiren Sadhwani <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, Escalations Dxbteam <[email-masked]>, Malik Ismail <[email-masked]>, "[email-masked]" <[email-masked]>, seeta.seeta <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Mohd Imran <[email-masked]>, "[email-masked]" <[email-masked]>, Hitesh Gupta <[email-masked]>
Date: Mon, 19 Apr 2021 09:30:36 +0000

Hi Jessie,

This is similar case we have investigated around Feb timelines where payfort giving a failure error code(15777- The transaction has been processed, but failed to receive confirmation.) This issues is fixed in production already.

Coming to this order, It is not existing in Hybris due to failure message. Ideally, finance team needs to validate this order not exist in Hybris and authorization is available in payfort. Then void this transaction from payfort dashboard. @Hiren Sadhwani<mailto:[email-masked]> Please help with this transction.

Regards,
Venkata Burle.

From: Jessie Caparas <[email-masked]>
Date: Sunday, 18 April 2021 at 11:06 PM
To: Venkata Burle <[email-masked]>, Akshay Berry <[email-masked]>, Sankar T <[email-masked]>, Ronnie Dsouza <[email-masked]>, Amazon Payment Services Key Accounts <[email-masked]>, PayFort Operations Team <[email-masked]>
Cc: [email-masked] <[email-masked]>, Escalations Dxbteam <[email-masked]>, Malik Ismail <[email-masked]>, [email-masked] <[email-masked]>, seeta.seeta <[email-masked]>, [email-masked] <[email-masked]>, [email-masked] <[email-masked]>, Mohd Imran <[email-masked]>, [email-masked] <[email-masked]>, Hitesh Gupta <[email-masked]>
Subject: RE: [#499648] RE: Transaction Declined - [email-masked]
Hi @Venkata Burle<mailto:[email-masked]>

Please find the below screenshot.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Venkata Burle <[email-masked]>
Sent: Sunday, April 18, 2021 11:03 PM
To: Akshay Berry <[email-masked]>; Sankar T <[email-masked]>; Ronnie Dsouza <[email-masked]>; Amazon Payment Services Key Accounts <[email-masked]>; PayFort Operations Team <[email-masked]>
Cc: [email-masked]; Escalations Dxbteam <[email-masked]>; Malik Ismail <[email-masked]>; [email-masked]; seeta.seeta <[email-masked]>; [email-masked]; [email-masked]; Mohd Imran <[email-masked]>; [email-masked]; Hitesh Gupta <[email-masked]>
Subject: Re: [#499648] RE: Transaction Declined - [email-masked]

What is the order number?

Get Outlook for iOS<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fo0ukef&data=04%7C01%7CVenkata.Burle%40landmarkgroup.com%7C3a3e7f55e8ed4d57891a08d9029d07b8%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637543695723504952%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=YWtWxJVyr3ishljfJ9h8gHQtbxCodenamnXr8xD7KJ8%3D&reserved=0>
________________________________
From: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, April 18, 2021 10:26:22 PM
To: Sankar T <[email-masked]<mailto:[email-masked]>>; Ronnie Dsouza <[email-masked]<mailto:[email-masked]>>; Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>; Venkata Burle <[email-masked]<mailto:[email-masked]>>; PayFort Operations Team <[email-masked]<mailto:[email-masked]>>
Cc: [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; Hitesh Gupta <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#499648] RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

Hi @Amazon Payment Services Key Accounts<mailto:[email-masked]> @PayFort Operations Team<mailto:[email-masked]> Harsh,

Please assist further and help us void this transaction as the customer is waiting since Feb 2021 and this is seriously impacting customer experience.

Regards,

Akshay Berry

Email: [email-masked]<mailto:[email-masked]>

T: +971 4 5172125

From: Sankar T <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, April 18, 2021 10:12 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>; Ronnie Dsouza <[email-masked]<mailto:[email-masked]>>; Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>; Venkata Burle <[email-masked]<mailto:[email-masked]>>
Cc: [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; [email-masked]<mailto:[email-masked]>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Hitesh Gupta <[email-masked]<mailto:[email-masked]>>
Subject: Re: [#499648] RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

External email sender, please take precaution.

Hi @Akshay Berry<mailto:[email-masked]>,

This has to be void from payfort backoffice and we don’t have access to do so. Please reach out finance team to do the void.

Thanks,

Sankar.

From: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Date: Sunday, 18 April 2021 at 11:39 PM
To: Ronnie Dsouza <[email-masked]<mailto:[email-masked]>>, Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>, Sankar T <[email-masked]<mailto:[email-masked]>>, Venkata Burle <[email-masked]<mailto:[email-masked]>>
Cc: "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, "seeta.seeta" <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Mohd Imran <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Hitesh Gupta <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#499648] RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

Hi @Sankar T<mailto:[email-masked]> @Venkata Burle<mailto:[email-masked]>,

Please confirm if the authorization has been voided as customer is claiming still the amount has not been reversed.

Regards,

Akshay Berry

Email: [email-masked]<mailto:[email-masked]>

T: +971 4 5172125

From: Akshay Berry
Sent: Tuesday, April 13, 2021 4:20 PM
To: Ronnie Dsouza <[email-masked]<mailto:[email-masked]>>; Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>; Sankar T <[email-masked]<mailto:[email-masked]>>; Venkata Burle <[email-masked]<mailto:[email-masked]>>
Cc: [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; [email-masked]<mailto:[email-masked]>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Hitesh Gupta <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#499648] RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

Hi @Sankar T<mailto:[email-masked]>,

Reminder please.

Regards,

Akshay Berry

Email: [email-masked]<mailto:[email-masked]>

T: +971 4 5172125

From: Ronnie Dsouza <[email-masked]<mailto:[email-masked]>>
Sent: Monday, April 12, 2021 9:45 AM
To: Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>; Sankar T <[email-masked]<mailto:[email-masked]>>; Venkata Burle <[email-masked]<mailto:[email-masked]>>
Cc: [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; [email-masked]<mailto:[email-masked]>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Hitesh Gupta <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>
Subject: Re: [#499648] RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

Adding @Sankar T<mailto:[email-masked]> and @Venkata Burle<mailto:[email-masked]> – Can you guys please assist with the below.

--

Ronnie D’souza

Product Analyst

Web Team | Landmark Group

m: +971507025331

t: +97145172139

From: Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>
Reply-To: Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>
Date: Sunday, 11 April 2021 at 6:11 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Cc: "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, "seeta.seeta" <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Mohd Imran <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>, Hitesh Gupta <[email-masked]<mailto:[email-masked]>>, Ronnie Dsouza <[email-masked]<mailto:[email-masked]>>, Akshay Berry <[email-masked]<mailto:[email-masked]>>
Subject: Re: [#499648] RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

External email sender, please take precaution.

Hi Jessie,

This transaction was authorized from your end hence need to check with your technical team why this transaction was not voided.

AUTH and CAPTURE - this method goes into two ways as the system automatically put an amount on hold at a certain time and allows you to capture it once the product or service is guaranteed to be provided.

- this method also gives you an opportunity to cancel the authorization on the amount if the service is deemed to be undeliverable.
- theoretically, in general terms, banks allow 7 days to make further action on the authorized amounts and automatically released back to the cardholder's account if no action was done after their set timeframe.

I hope this will clarify your query.

Best Regards,

Harsh Kothari

Operation Analyst

Phone: UAE +971 4573 9800 (Option 2)

Email: [email-masked]<mailto:[email-masked]>

[Image removed by sender. Logo]

Helping you do business better

#everyones_happy

On Sun, 11 Apr at 6:06 PM , Jessie Caparas <[email-masked]<mailto:[email-masked]>> wrote:

Hi Harsh,

Can you also confirm why this transaction was not voided when there is no payment captured?

Thank you and Kind Regards,

Jessie Caparas

T: +97145172087

From: Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, April 11, 2021 4:25 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Cc: Akshay Berry <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; [email-masked]<mailto:[email-masked]>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Hitesh Gupta <[email-masked]<mailto:[email-masked]>>; Ronnie Dsouza <[email-masked]<mailto:[email-masked]>>
Subject: Re: [#499648] RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

External email sender, please take precaution.

++Hitesh and Ronnie would you please assist Jessie and Akshay with their concern to void the authorized transaction.

Best Regards,

Harsh Kothari

Operation Analyst

Phone: UAE +971 4573 9800 (Option 2)

Email: [email-masked]<mailto:[email-masked]>

[Image removed by sender. Logo]

Helping you do business better

#everyones_happy

On Sun, 11 Apr at 4:23 PM , Jessie Caparas <[email-masked]<mailto:[email-masked]>> wrote:

Hi @Amazon Payment Services Key Accounts<mailto:[email-masked]> Harsh,

Can you help us just this concern only?

None of our team has access to it unfortunately.

Thank you and Kind Regards,

Jessie Caparas

T: +97145172087

From: Amazon Payment Services Key Accounts <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, April 11, 2021 4:19 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Cc: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; [email-masked]<mailto:[email-masked]>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Punit Darji <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Poorvi Chopra <[email-masked]<mailto:[email-masked]>>
Subject: Re: [#499648] RE: Transaction Declined - [email-masked]<mailto:[email-masked]>

External email sender, please take precaution.

Hi Akshay,

We are not authorized to take any action from our end would you please connect with your team who have write access to perform this operation.

AUTH and CAPTURE - this method goes into two ways as the system automatically put an amount on hold at a certain time and allows you to capture it once the product or service is guaranteed to be provided.

- this method also gives you an opportunity to cancel the authorization on the amount if the service is deemed to be undeliverable.
- theoretically, in general terms, banks allow 7 days to make further action on the authorized amounts and automatically released back to the cardholder's account if no action was done after their set timeframe.

Hence in this method the fund never left the customer bank account it was blocked for some period of time.
Please advise the customer to check the bank statement for the same.

I hope this will clarify your query.

Best Regards,

Harsh Kothari

Operation Analyst

Phone: UAE +971 4573 9800 (Option 2)

Email: [email-masked]<mailto:[email-masked]>

[Image removed by sender. Logo]

Helping you do business better

#everyones_happy

499648:58665

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7CVenkata.Burle%40landmarkgroup.com%7C3a3e7f55e8ed4d57891a08d9029d07b8%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637543695723514906%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=f6cCkh8i1jDHbCqW9LLVAIpKpuSQFBFdflkhjbKcxqA%3D&reserved=0>

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=04%7C01%7CVenkata.Burle%40landmarkgroup.com%7C3a3e7f55e8ed4d57891a08d9029d07b8%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637543695723524863%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=M3PY3Xb17DTTj90PVbiP7JL3beV05zLpDMV3M4FSvI8%3D&reserved=0>

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com