Everyday Pay Failed Transaction, but Deducted Money and Gift Cards

dogsryummy on 10/09/2023 - 19:25
Last edited 10/09/2023 - 20:06 by 1 other user

I'm at a bit of a loss here, and was wondering whether anyone else has experienced the same/who they contacted for help.

Today I decided to use Everyday Pay to check out as I had $40 worth of gift card balance loaded up. Everything went well and I scanned the QR code on screen and got the popup on my app which showed the amounts paid via card ($60) and gift card ($40). I unfortunately swiped this away. The wheel on the EFTPOS terminal kept spinning however and next thing I knew it said "transaction declined". Unfortunately, my gift card balance got wiped and the $60 charge on my card persisted.

The customer service desk didn't seem to know what to do and kept insisting that the charge would go away but its been half a day and it definitely looks like it's going to stick. Weirdly I have no proof of the transaction happening as I didn't get a payment failed receipt and it doesn't show up on my Everyday Rewards either. My only evidence is the $60 charge on my card and looking up the balance of my gift cards there's a transaction that happened on 10/09 (today).

The staff asked me to leave my contact details on a sticky note but I have no confidence it will a) be followed up on and b) they can even do anything about it.

Food & Grocery

Related Stores

Woolworths
Woolworths

Comments

  • Muzeeb on 10/09/2023 - 19:28
    +1

    @mapax - keep calm my friend.

    • mapax on 11/09/2023 - 07:18
      +2

      Notification didn’t work for some reason but thanks for the trigger warning.

      Nearly started my own Woolworths thread last night after seeing how many of the current meat specials were “Member Price” or some BS.
      Looks like I need to get back into goat hunting.

      • Ade99 on 11/09/2023 - 08:35

        Discount meat unit price more than members unit price when still in date…….mmmmhhhh

  • [Deactivated] on 10/09/2023 - 19:31

    Do you have a question for us?

  • Godric on 10/09/2023 - 19:36
    -1

    ok

  • capslock janitor on 10/09/2023 - 19:39
    +2

    i saw someone doing this everyday pay thing at checkout, and i wondered how to use it..🤔

    • capslock janitor on 10/09/2023 - 20:26
      -1

      who neged me for what doghead

      one reason why i hate keepin track of gc's

  • 7ekn00 on 10/09/2023 - 19:53

    Head to the media, it worked for the missing $90k couple ;)

  • nubzy on 10/09/2023 - 20:00

    All this app BS is more trouble than its worth. Just pay cash. Never an issue with that..

  • chyawala on 10/09/2023 - 20:15

    Just keep the receipt safe, give it a couple of days, then check the balance. If needed, then contact WW customer feedback line.

  • DOGGYWOWWOW on 10/09/2023 - 20:16

    I had a similar issue but with a wish giftcard payment at Woolworths EG Ampol where the cashier touched the screen and somehow canceled the transaction but the card reader still took payment. Staff had no idea what to do so I just accepted the loss.

    • ssmith3104 on 11/09/2023 - 07:33
      +4

      Why accept this?

      • DOGGYWOWWOW on 12/09/2023 - 00:40

        Thanks for the motivation, Woolworths customer service issued a new giftcard.

    • postman on 11/09/2023 - 09:07
      +1

      I had a similar issue. Waited for one week to learn that WW cannot resolve this issue since it's outside of their system, and EG cannot issue refund to a gift card, but they refunded in cash after asking for proof of purchase and gift card transaction screenshot.

  • damz on 10/09/2023 - 20:59
    +1

    Yeah. I have had that problem 3 times so far.
    On the first occasions I took my stuff with me after a lot of argument with the staff. It was a small amount where the gift cards in my wallets were charged but woolies register errored out. The charges were not reversed (staff was saying it will get reversed but that did not happen and I am glad I was able to walk out with my stuff from the store after some convincing).
    Second time this happened - was +$100 amount - I left my shopping cart at the store since the clueless staff wouldn’t budge. This time after couple of hours my charges got reversed. But I still called up the woolies support and raised a complaint against the staff who were unfriendly and did not at all make an attempt to understand what had gone wrong during the payment. The customer support was nice and ended up giving me a $30 Egift card for my bad experience with staff.
    The third time this happened I took a picture of the error in register and a screenshot of everyday pay which has the payment ‘Done’ notice. Then I had a lengthy chat with the store manager and the service manager and didn’t budge from the place. I told them it was their responsibility to figure the system errors as I had adequate proof of payment deducted. They initiated a support call with Woolworths support and I too called woolies support line while in store. While they were trying to still connect to the relevant team I got though the line and finally after 1 hour was connected to the everyday pay support. The everyday pay support then confirmed that payment was processed from their end. And then she said something unbelievable. ‘It’s upto to store’s discretion how they would like to resolve the matter’. I was literally pi***ed off. I persistently asked I would like a refund from everyday pay to which she agreed provided I made a payment and buy all the goods again and then provide her the store and register details which are printed on their receipt. Then made another payment manually still using gift cards that I had , and provided payment details to staff on the phone. I made her stay on the phone while I made that payment. Took a case number from her. And made sure she had my correct email.
    After a day’s time I received an Egift for my amount that was deducted.

    The everyday pay system is poorly integrated and has many errors. The basic design flaw is that they load up individual cards. They should have gone the Amazon way where they add gift card amt wallet and not try to process each single card from wallet. The integration between systems should have acknowledgement issued from all parties involved in payment. I.e everyday rewards, everyday pay, vouchers, manual card payments and or cards. They really suck at that integration.

    I suggest you to call woolies support and ask them to connect you to everyday pay. Keep your gift card numbers handy. If you had the screenshot of errors would have been helpful. All the best.
    (Pardon my typos)

    Also see this https://www.ozbargain.com.au/api/notification/goto/208095876

    • capslock janitor on 10/09/2023 - 21:03

      404 Not Found

      Page that you are trying to request cannot be found.

    • dogsryummy on 10/09/2023 - 21:04

      Sounds like a f***ing nightmare, thanks for sharing your experiences, looks like I've got a busy Monday ahead of me.

      This is the third time I've used Everyday Pay and also the third time I've had issues, maybe it's my fault for naively believing they've fixed their system.

      • Neoika on 21/09/2023 - 06:24

        I just find the reason. Coz you may have overgamed EDR like this. Your Odd initial giftcard balance may cause glitches?

        If you are so concerned about the difference between 4.76% and 4.84%, how much did you lose on the $60?

    • ValueInvesting on 10/09/2023 - 22:07
      +2

      After the second time I would've given up and uninstalled the app! I don't use it but sounds like total garbage.

    • 7ekn00 on 11/09/2023 - 08:16

      After all that, why use gift cards and/or their pay app?

      Your time must be worth far more than the, at most, 10% you have "saved" :/

  • brendanm on 10/09/2023 - 21:16
    +2

    How much money are you guys saving by doing this? How much time are you spending chasing it up?

  • Davo1111 on 10/09/2023 - 21:31

    It's a Sunday, give it some time.

    Also, I wonder if it's a preauth.

  • cloudy on 10/09/2023 - 22:39

    If it makes you feel any better i had the almost carbon copy situation happen to me with Liven Pay.
    Paid at the merchant, they said it didnt go through, i did get an error message on my phone, but i saw in my transactions i had paid. They claimed on their side, its not there, i say it is on my phone.

    After a short debate, they assured me its only pending and i'll be refunded, ofcourse it never did.

    To avoid this, pay cash period.

  • kyle on 11/09/2023 - 05:52
    +1

    My worst experience so far has been a stuck transaction on the app when paying and it remained stuck for hours. Had to use the gift card without everyday pay

  • SlickMick on 11/09/2023 - 08:15

    I had something similar online with AliExpress. I paid for a label printer, then realised a couple of days later I have no email confirming order.
    Seller told me to contact AliExpress, who just bounced me around in an automated chatbot.
    I've got a PayPal dispute sorting it out for me now. Some of these payment systems aren't up to scratch.

  • Sega on 11/09/2023 - 08:31
    +1

    I use electronic gift cards exclusively, purchased via seniors card for the discount. I’m not looking forward to the upcoming mothballing of the money app. (Which works well). No way will I load my CC details into the EDR app. Fortunately I have the time to enter the GC number manually off the email. I mainly use for fuel, so manually entering anyway.

  • Central Intelligence on 11/09/2023 - 10:21
    +2

    Yep I experienced this the other day but decided to delete it from the Woolworths Money forum thread because it was unrelated and that there was much misinformation about whether you get your money back by just waiting and I could not confirm who actually just had the app crash and unable to pay versus who actually lost their money. (Unable to ascertain whether 4 victims or only 2 victims.)

    I can confirm that the money is not refunded automatically and the transaction which comes off your master/visa card does not get refunded. It will clear successfully even though that transaction does not appear to be linked to any actual transaction in the store.

    The way you are treated by the workers is that you have not paid when you clearly have is absolutely trash and reminds me about how vilified the person who lost $90k from CBA must be feeling if that guy was telling the truth (Mentioned ATO prefill data can help them), but normal employees have been indoctrinated by the corporate system. You actually have the right to walk out of the store because you have proof that you paid and Woolworths only have a glitched declined payment which is not proof that you did not pay.

    Instead I did the legally ethical thing which was to call up and go through the whole motion of proving the cards were used properly on the phone and asking for a refund. It took a while for them to confirm it, and they probably had to look at the footage, which thank god is recorded for the self-checkouts as it is now a compulsory measure.

    Cost about $300 of my time altogether, which I am still in the process of working with a law firm I previously worked at to figure out what to do next with and if I should escalate it further.

    Sometimes I wonder why a multimillionaire like myself wants to play around with these cards, but my main purpose is to get my multiple 5x transactions and that means at least 10 woolworths gift cards every month. (For anyone wondering, no it did not hang the machine because of the large number of gift cards which crashes the system because in the past I have had the app use up over 14 in the same transaction without any problems. Luckily this time it was only 7 cards…)

    So here is my guide on how to get your money back.

    I do not recommend leaving the store because you need to know which checkout you went to and so on. Do not pay again as this might make it harder to trace the failed transaction.

    First of all try to get the attendant to see that you have actually paid. Login to your internet banking app and show them any additional funds that have been taken out which should match the date and time which was a few minutes ago. Make sure your totals match the transaction because sometimes you will be using the 10% off which means the saved transaction will be 10% less than the total basket amount. (Usually this will fail because there is a lack of training on what seems to be a very common issue.)

    Ask for the store manager at this point in time.

    Having failed to leave the store they take you to the checkout to pay again, log something in you everyday pay app stating that you are now stuck in the store after having paid. At this point you might be pressured to pay again and moved to the service desk, but I would advise not to pay again otherwise it might be harder to trace the failed transaction.

    A few minutes later, the everyday pay app will usually reply that it is not the same division, which is hilarious if you ask me because it's in the same Everyday Pay App under "Help and Support". At least hardcode it with some hashed identifiers that give you an express line to the support team, but no, I'm not sure why but software developers these days take too many shortcuts!!! You will be provided the number 1300109729 to access the Everyday Pay support team, press 2 to access the gift card support section.

    Upon calling that number and being connected, explain what has happened. By then you are still probably waiting for the store manager, but you can start to give details about which gift cards were used. Load up your everyday pay app and look through the expired cards, usually just the ones at the top (but I clear mine every time they are used so it's easier to identify which ones were used). The EP support team will then confirm that the card has been used and the time it was used, take note of the time because the others cards will also have been used at the same time. Notably the gift card will show it has been used by Everyday Pay, and not manually punched into the machine which should make it easier to trace.

    If there is a residual balance that was not paid with gift cards, you will need to provide EP team with the amount that was taken out which is pending settlement. You will need to login to your internet banking to find out what that residual amount was because it will not appear in the everyday pay app. If you are using round numbers with your gift cards it makes it easier to calculate but it may give you a headache if you had $31.49 left on one card and $100 on another. This is why it is essential to be able to access your internet banking, or buy enough credit so that it never touches your debit/credit cards; but having too much credit could mean the failed transaction is duplicated and you will have walked out the door having paid 2x unknowingly. (People storing thousands of dollars of GCs, need to be alert to this issue).

    Staying in the store and calling soon after the incident can help minimise the risk that wrong information is provided. Have the EP team talk to the store manager if required. I recommend to stay in the store as you will also need to know which checkout was used. Other things you need are the store number which can be found on the top of a receipt, or use the app again and load it up and check for your ereceipts (hopefully you are using the same store). You will also need to provide your email address for them to send a new gift card. Type up your email address on your phone, notepad or other app, and then read it out to avoid making mistakes; alternatively you might have it stored on your phone, e.g. gmail app but I don't have email on my devices to create a security gap in between my devices.

    For me, it took about an hour to get a refund via gift card.

    Change internet banking password if you don't normally do internet banking on your phone. (Optional)

    Guide may fail if the support line is closed, so don't do shopping outside those hours (Unclear what the support line hours are for 1300 109 729 but maybe keep your shopping to business hours on weekdays to be safe?).
    Guide is assisted if you remove all your expired cards before you start a new transaction. Archive your gift card numbers elsewhere if you need to keep records. (Also good as you can quickly see if the cards were used if you have $1000s in your app)
    Guide will also fail if you not a person who can handle pressure. Stay calm and follow the guide.

    Guide will need to be modified if you have already left the store. There may be more uncertainties that may increase your chances of not getting a refund…

    Either way, I'm up to be an expert witness in a class action if you guys have the money to fund such action; but probably damz is the best guy to put on the witness stand since they have experienced it 3x.

    Disclaimer, did not proof read, minor spelling/grammatical mistakes, spent around 15 mins typing this.

    • Neoika on 11/09/2023 - 10:59

      Simple solution if you want to use EDPay: always have enough eGC balance to cover the purchase, do not let it charge on your bank card. I think your card issuer treats it as an online purchase that is more likely to be declined than a physical/virtual card present in-store purchase.

    • pennypacker42069 on 17/12/2023 - 22:55
      -2

      The best solution is just to grab your groceries and leave, you've already paid for them

  • Doboman on 12/11/2023 - 14:33

    It happened to me today. The uninformed store manager treated me like a criminal, refusing to let me leave due to the substantial amount of $300. I had to pay, and she made up a lengthy tale about reimbursing the amount to my gift card, insisting it would only take 5 days after the system released it's double charge it will automatically be refunded. Honestly you can not put money in your gift cards any idot knows that. After a heated argument lasting about 40 minutes, I eventually gave in. The absence of proper procedures for such situations and the frustration of being double-charged are incredibly aggravating.

    I strongly advise against using the Rewards app wallet ever again!!

    I contacted 1300 109 729 was told to send an email. I know they are aware of this issue but seem to ignore the fact.

  • Central Intelligence on 17/12/2023 - 10:12
    +1

    I have gone back to using cash permanently.

    The quality of coders these days has dropped overall. It is dumbfounding that some type of a simple loop cannot be run to prevent these errors occurring.

    For example when it comes to cybersecurity, I find the best talent is from within those who did not even study IT, myself included, albeit I did get the prize for IT during high school but did not continue because my parents pushed me to study something else…

    The Australian education system is failing. It comes out in the products that we use everyday.

    • Central Intelligence on 18/12/2023 - 09:25

      Extra Information:

      Obviously, just going from what I know about the machines without asking for the documentation which might be subject to some confidentiality. I can tell you that there is definitely an ability to know which transactions failed. For one, an attendant can definitely print a docket that would point to the fact that it timed out and this is clearly stored within the machine itself.

      The ability to write a routine to detect failed transactions is both easy practically and in theory. That patch should could have been pushed OTA during store closure hours but reflects the quality of coding in Australia. It should have been tested over a few hours or days and then pushed overnight. Yet, we see evidence that problems have persisted.

      There is no excuse for the contractual breaches that arise from Woolworth's conduct. Ultimately I see other issues too, including aberrant consumers that might ultimately lead to the death of a Woolworth's employee, since this type of error could be interpreted by certain consumers as the supermarket defrauding them. For those consumers who are on lower incomes that could be the reality, especially since Australians are also common drug users, and I would not be surprised if a few months time we see an incident in the Fairfax or Murdoch papers. For those who leave and are subject to false imprisonment, possibly being attacked by the security guard that could also lead to compensation being paid out. There are so many scenarios once you put your head down and think about it. It is surprising that there might have been no action.

      Ultimately the whole system is actually a liability rather than an asset and yes I am aware it is an internally produced system because they kept flogging it in the newspaper stating it was world class. It is definitely not world class. It is a low level poor quality application that does not even compete with the likes of Alipay. Woolworths should really get their act together because this is a big issue. If I was providing insurance to Woolworths, I would be getting ready to increase those premiums or put exclusion clauses to exclude insurance payouts from these scenarios occurring, as Woolworths has already been put on notice.

      I am pretty scathing of the IT scene in Australia, but then again there is a systemic problem that plagues even our Banks, Trains, Telecommunications companies. Where did Australia go wrong? You can see it everyday. It is terrible.

      Obviously as people can tell when I usually end up posting something online, some instances may appear odd and out of place at times because my thoughts are not fully translated into what is being typed. If there are any queries you are going to have to reply and wait, as I tend not to reply as I can go days or months without logging into social media.

      One day, I hope I will just not log on ever again. If that happens, I will be at the beach every day. Hope we bump into each other at that time. I am at that point in my life where everything is mostly running smoothly unless someone's incompetence affects my life.

      Overall, I would still advise against using the Everyday Pay app. It is not fit for purpose when you take a look at the whole picture.

  • itsmehuey on 05/01/2024 - 09:25

    This happened to me yesterday. Had 2 gift cards loaded in my Everyday Pay wallet that were both charged during the payment and then SYSTEM ERROR occurred with a “declined” result. Checkout assistant and service counter worker said the payment didn’t go through and I had to pay again and wait for the amounts to go back to my gift cards.

    It’s been over 12 hours and the amounts still have not come back to those gift cards. What’s the course of best action to take- go back to the store and raise it with the service counter or contact Woolworths customer service directly?

    I have the screenshot of the “Paid” screen from the Everyday Rewards app, along with screenshots of both amounts being deducted from the cards. I also have the Declined slip from the checkout machine I used when it had the SYSTEM ERROR occur.

  • Agent Q on 11/01/2024 - 19:42

    My issues relate to everydaypay not bringing up the option to apply discounts of 10% for mobile or insurance consistently.

    Sometimes it asks me, sometimes it doesnt. I had a $170 shop and it went straight through to payment without asking me to apply my 10% discount. Had to call everyday rewards and they will credit me points at the start of next month.

    They are aware of issues but obviously taking forever for someone to actually fix them.

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