POL00001835
POL00001835
Peak Incident Management System
al Steve Parker -
EDSC
Reported In -- HNG-X R4
Live Incidents/Defects
KEL allend1645P
DevintRel-Director Live Supp.Test
_ KEL allend1645P
3827143
pate:15-apr-2011 16:51:56 ¥)
CALL PC0209755 opened
jbetails entered are:-
summary: FAD 010320 (Huddersfield:
‘all Type:L
‘all Priority
ffarget Releas.
outed to:EDSC - _Unassigned_
[Dater15-Apr-2011 16:51:56 Uscr:Steve Parker
(Start of Response]
POL has a discrepancy with a post master regarding a transaction in Huddersfield for TPoS. The branch thought that they was
settling the transaction below to debit card but it has been ‘automatically settled to cash’. Branch thinks that that something
lent wrong with theh pinpad - debit card txn declined but the branch didn't notice.
Branch: Huddersfield 0103209
pate time: 22/03/2011 : 12.13
transaction No: 7-€71886-2.
product: 540 euros
ff Value £471.27 with sell marg
ser: CHAOO2
stock unit: BUR
n £28.63.
this was not noticed until the next day when they balanced and they then pulled off a transaction log and noticed the cash payment .I
T£S call for this was logged on the day after the transaction (23/03) and NBSC and HSD both told the PM that it was user error.
it ha:
Iretrieve the counter log for node 7 on this date and
now been raised again via TPoS introduction managers ~ Fujitsu Release managers etc. To provide a sanity check please
ee if we can add anything?
Info back to be please - I'll discuss with Adam Bowe.
[End of Response
Response code to call Live Incidents/Defe
s(L) as Potential Problem Ide:
fied(38)
[Date:48-Apr-2011 08:09:18 Uscr:Lorraine Elliott
the Call record has been assigned to the Team Member: Dave Allen
[Date:8-Apr-2011 12:31:04 User
Have replicated this scenario on thi
Dave Allen
SSC reference system:
Immediately after selecting "Sell Euros", MSG90092 "Transaction Prompt" appears; this states "Transactions paid for using a debit
rv credit card will require mandatory ID"
+ I note that this isn't shown in the POC log for the Huddersfield incident.
subsequently, the Clerk selected Method of Payment = "Debit Card", whereupon MSG10802 requests entry of the first 4 digits of the
card's PAN (the "Debit Card Prefix")
after entering the debit card prefix, MSG10800 "Clerk Instructions" appears; this states "Do you wish to flag this transaction as
Juspicious for anti-money laundering purposes? If you select "Yes", you must also complete and submit form P4677".
I the PM answered "No" to this.
after entering the Customer's name and ID (passport) details, the Clerk is returned to the home screen which shows the "Total Due
From Customer" = £500.00 - as would be expected.
IAt this point there is nothing to stop the Clerk settling to Fast Cash, even thought "Debit Card" had been selected earlier in the
klialogue.
Ihe POC log confirms that "Fast Cash" was indeed selected at this point. F/792/1
i
POL00001835
POL00001835
ffhere Is no evidence in the POC log of any PinPad interaction at any time during this session,
ro evidence of any Banking dialogue in the counter message log,
and no evidence of the session being settled “automatica in some way, rather than by action of the Clerk
ge for 540 Euros.
ly took £500 cash from the Customer, in exc!
logs can't show us whether or not the Clerk actus
1 the dialogue, but settled to Fast Cash at the end of
clusion: the Clerk selected Debit Card as the method of payment early i
the s
ssion.
Date:18-Apr-2011 12:35:15 Usor:Dave Allen
Routing call to Steve Parker.
@-Apr-2011 12:35:25 ave Allen
been assigned to the Team Memb
bat
he Call record ha
Steve Parker
bate:24-Sun-2011 13:41:08 User: John Simpkins
should this just be fed back as User error or is it worth passing through development for a comment.
lkither way a KEL is required for this.
724-dun-2011 14:17:36 User:gohn Simpkins
1645P authorised
Dat
KEL sll
[Dater24-Sun-2011 14:18:42 User
(Start of Response]
KE1 allendl645P created and authorised for this.
(End of Response
Response code to call type L
Routing to Call Logger follow:
befect cause updated to 40
rJohn Simpkins
Advice after Investigation
as Category 95 ~
ng Final Progress update.
General - User
[Date:24-Jun-2011 14:18:56 Uscor-:John Simpkins
‘ALL PCO209755 closed: Category 95 Type lL
eneral - User
teve Parker -- EDSC
eneral/Other/Misc -- TPOS (version unspecified)
teve Parker -- EDSC ae
John Simpkins
F/792/2