Bank charged a void transaction

Mommasue

I called for petrol on Saturday, the 1st attempt to pay by tapping chip pin failed as machine needed paper roll replacing, he renewed the roll, a receipt came out and he threw it away. I tapped my card 2nd time and it didn't work, guy said use your pin number, which  i did with card in machine, and it worked.
Monday I looked at my credit card app and found 2 x £15.24 had been paid out for petrol! I rang cc dept, they said ring when its not pending as prob will cancel out.
It didn't so they put me thru to charge back dept, who said "on this occasion we will refund you, not worth raising a case against garage"! 
This annoyed me, that bank was being duped, so i hot footed it to the garage to complain. The manager found both the receipts, and the 1st 13.29pm clearly stated VOID. The second 13.31pm was clearly charged to my card.
We all assume that VOID receipts fail to generate payment. NOT necessarily so!
I should have been given the voided receipt, it belonged to me, and had I had it I could have solved the issue very quickly, but i had assumed it was just a blank piece of roll that fed thru the machine.
My advice to all is to be vigilant regarding receipts, keep them and always check your transactions. It turned out that the bank benefited from the VOIDED receipt, not the garage!  Which further annoyed me  that the cc dept had made out that it was a 1 time favour to.me to return my money!!!

D3xt3r5L4b

What about the 3rd receipt?

AstonSmith

D3xt3r5L4b said:

What about the 3rd receipt?

What third receipt? The second contactless attempt presumably resulted in the terminal asking for the card to be inserted for chip & PIN. No receipt is printed when that happens.

born_again

Mommasue said:

I called for petrol on Saturday, the 1st attempt to pay by tapping chip pin failed as machine needed paper roll replacing, he renewed the roll, a receipt came out and he threw it away. I tapped my card 2nd time and it didn't work, guy said use your pin number, which  i did with card in machine, and it worked.
Monday I looked at my credit card app and found 2 x £15.24 had been paid out for petrol! I rang cc dept, they said ring when its not pending as prob will cancel out.
It didn't so they put me thru to charge back dept, who said "on this occasion we will refund you, not worth raising a case against garage"! 
This annoyed me, that bank was being duped, so i hot footed it to the garage to complain. The manager found both the receipts, and the 1st 13.29pm clearly stated VOID. The second 13.31pm was clearly charged to my card.
We all assume that VOID receipts fail to generate payment. NOT necessarily so!
I should have been given the voided receipt, it belonged to me, and had I had it I could have solved the issue very quickly, but i had assumed it was just a blank piece of roll that fed thru the machine.
My advice to all is to be vigilant regarding receipts, keep them and always check your transactions. It turned out that the bank benefited from the VOIDED receipt, not the garage!  Which further annoyed me  that the cc dept had made out that it was a 1 time favour to.me to return my money!!!

Oh dear another retailer staff member who thinks that no till roll print out means it did not go through....
The till roll is not what authorises the transaction.
So 1st time was a contactless purchase?
Which will have gone through.
Staff member thought that as no paper it had not.
2nd one contactless purchase? 
Did not go through (hence void slip)
3rd on chip & pin went through again.

Perhaps go back to retailer and tell manager that they need to train staff that it does not matter if there is any paper printed out not. The confirmation it has gone through is on the screen.

jonesMUFCforever

The title of the thread is misleading though. It was the retailer that put through the transactions not the bank - the bank would not have had any reason to decline any of them.

Stenwold

Mommasue said:

I called for petrol on Saturday, the 1st attempt to pay by tapping chip pin failed as machine needed paper roll replacing, he renewed the roll, a receipt came out and he threw it away. I tapped my card 2nd time and it didn't work, guy said use your pin number, which  i did with card in machine, and it worked.
Monday I looked at my credit card app and found 2 x £15.24 had been paid out for petrol! I rang cc dept, they said ring when its not pending as prob will cancel out.
It didn't so they put me thru to charge back dept, who said "on this occasion we will refund you, not worth raising a case against garage"! 
This annoyed me, that bank was being duped, so i hot footed it to the garage to complain. The manager found both the receipts, and the 1st 13.29pm clearly stated VOID. The second 13.31pm was clearly charged to my card.
We all assume that VOID receipts fail to generate payment. NOT necessarily so!
I should have been given the voided receipt, it belonged to me, and had I had it I could have solved the issue very quickly, but i had assumed it was just a blank piece of roll that fed thru the machine.
My advice to all is to be vigilant regarding receipts, keep them and always check your transactions. It turned out that the bank benefited from the VOIDED receipt, not the garage!  Which further annoyed me  that the cc dept had made out that it was a 1 time favour to.me to return my money!!!

Why are you getting annoyed that a) the bank said it's not worth raising a case against the garage, and b) the funds were returned to you without a full investigation taking place?

There was an issue with the payment, you were inadvertently charged twice and you've since been refunded one of the payments - sounds like it was hassle free getting the money back. Not sure how the voided receipt would have helped you?

born_again

Stenwold said:

 Not sure how the voided receipt would have helped you?

Void receipt would mean the bank could chargeback the transaction. But again due to the cost of that action, it may still have been deemed not cost effective.
So when people moan about banks and unfair treatment, they forget cases like this where due to a 3rd party error. They pick up the tab, rather than saying NO you need to chase the retailer. Who of course say's it's the banks fault as the till operator has no idea how the systems work other than tapping the keys for the amount.

yksi

There are a few misconceptions I think. Firstly if it's an integrated system with the till, then the operator is trusting the system in front of them which by and large behaves itself (we are not able to pretend you didn't pay, and double-charge you). That "beep" noise when you hold the card close is not a "payment done" noise. It is only a "machine has detected a card nearby" noise. Once this happens IF and ONLY IF the till is ready to request the payment, it sends the payment request to the bank and awaits reply. If the reply doesn't come, or comes back messed up, it behave as if the payment was never made.

(I believe it was just bad timing that the roll also needed replacing right at that moment as all the systems I have ever used will happily process the payment and then just spit another receipt out once the roll is changed - as someone else noted, the piece of paper is not what authorises the transaction. Giving you that void receipt would be pointless and tells you nothing except that the shop did not receive a payment authorisation.)

So of course the system sat there saying you hadn't paid. So you inserted the card and the till system again sent the request to your bank, which sent a reply back saying no worries petrol station, here's your money. Considering the manager found both receipts and the first one indicated a failure to collect payment, the petrol station is actually in the right here - although perhaps you didn't receive the kindest customer service or a good explanation of what has happened. 

The absence of the ususal "payment approved" screen is not always an iron-clad guarantee that you haven't paid, but it is very rare that payment goes through and you don't get told. When the message fails on the way back from the bank, the shop till system assumes no payment was made. So they are right to tell you it hasn't gone through because they have not received anything from your bank saying it's gone through... make sense? It's quite unusual for a limbo payment to occur like this, where the bank approves the payment but the till never gets a response that it is approved, and then charges you a second time. When it does happen, they're identical amounts very close together from the same shop, and the bank almost always cancels one automatically within a couple of days.

These are a reality of paying by card anywhere in the world and something that we have to accept will happen from time to time, and are really not caused by the absence or presence of any voided receipt.

Yahoo_Mail

AstonSmith said:

D3xt3r5L4b said:

What about the 3rd receipt?

What third receipt? The second contactless attempt presumably resulted in the terminal asking for the card to be inserted for chip & PIN. No receipt is printed when that happens.

Depends on the machine.

The machine in my local gives an error of "Not authorised" when someone has used up all their contactless payment authorisations and a PIN is required and it spits out a receipt saying "Not authorised."  It doesn't, rather confusingly for staff and customers, just ask them to insert the card and enter the PIN.  Perhaps the one in this petrol station is the same way.

phillw

Mommasue said:

It didn't so they put me thru to charge back dept, who said "on this occasion we will refund you, not worth raising a case against garage"! 

The thing is that it is probably cheaper for them to do that than chase it up, if you'd contacted the garage instead then they would have been able to refund you out of their pocket.
I always keep void transaction receipts and get in writing if the receipt fails to print etc. I probably should pay more attention to other transactions.