SEV4 (Low) ProPay Gross Billing Issue

Incident Report for ProPay

Postmortem

This issue ultimately was due to a process failure when billing a single merchant.

The process was corrected and short-term measures were put in place to ensure successful billing in February.

Additional long-term measures are also being scheduled to improve the processes more holistically to ensure a more resilient billing solution in the future.

Posted Feb 07, 2022 - 11:30 MST

Resolved

Additional research enabled us to determine that this only impacted a single merchant. Processes and procedures have been updated to prevent or correct future similar issues, and additional work is being scheduled to improve the overall process.

Posted Feb 07, 2022 - 11:26 MST

Investigating

An issue was identified with the most recent monthly gross billing process that caused a subset of accounts to either be underbilled or not billed for the month of December. We're working on identifying the extent of the issue and how we can correct it in a timely matter. Unbilled fees will either be included in a subsequent invoice in January or in February's billing cycle.

clientsupport@propay.com
801-341-5312

Posted Jan 07, 2022 - 16:15 MST

This incident affected: Production Processing Solutions (Credit Card and ACH Processing).