The change introduced last night with Home Depot appears to have resolved the issue. We are no longer seeing any payment failures on the back-end. It's important to note that customers who previously encountered this issue and have an authorized transaction may still see a pending transaction on their account for 7-10 business days before it drops off. Should you continue to experience any payment-related issues on the sites, please don't hesitate to contact our IT support desk.
Posted Mar 30, 2023 - 09:02 MDT
Monitoring
We have worked with Home Depot to introduce a change that may resolve the issue. We will continue to monitor and test to ensure this has been resolved. In the meantime, if you have a customer experiencing errors during the payment process, please DO NOT attempt to process the credit card again. This will result in multiple charges on the customer's credit card. Instead, please stage to ESVS and instruct the customer to pay in store.
Posted Mar 29, 2023 - 18:10 MDT
Update
Home Depot's technical team continue to investigate this issue. If you have a customer experiencing errors during the payment process, please DO NOT attempt to process the credit card again. This will result in multiple charges on the customer's credit card. Instead, please stage to ESVS and instruct the customer to pay in store.
Posted Mar 29, 2023 - 10:49 MDT
Identified
THD has confirmed the issue and we are continuing to work with them for a resolution. If you have a customer experiencing errors during the payment process, please DO NOT attempt to process the credit card again. This will result in multiple charges on the customer's credit card. Instead, please stage to ESVS and instruct the customer to pay in store.
Posted Mar 28, 2023 - 15:36 MDT
Update
An update to this incident, we have made contact with THD's technical team and are working with them to identify the issue.
Posted Mar 28, 2023 - 11:32 MDT
Investigating
We are investigating an issue with the checkout process on 888tuffshed.com or Service Connect that results in an error. We are reaching out to THD's technical team for assistance as well.
Posted Mar 28, 2023 - 10:00 MDT
This incident affected: Websites (888tuffshed.com / Service Connect).