Card Processing Delay For 10,000 Pizza Orders

May 22, 2021 | 2 Comments

From December 31st, 2020 to February 7th, 2021, approximately 10,000 card transactions at multiple Four Star locations were not processed due to an issue with the card processing agency, so reprocessing of the cards is now underway, meaning that if you ordered pizza in January, you may be paying for it in May.

A letter sent out by Four Star to customers said,  ”Dear Valued Customers, Let me first thank you for your support of our businesses over the years, and in particular, during these challenging times.

“Exceptional customer service and engagement is the foundation of our business, and you are the most important part of our business. So when challenges arise that negatively impact you, it is important that we engage with you as soon as possible, to provide you with an explanation and ensure that we maintain your confidence in us, as your food service provider of choice.

“Some of the transactions authorized at certain Four Star locations [Flatts, Somerset and Warwick], and Glaze Bakery on Church Street in Hamilton, were not fully processed. We are more than willing to provide you with the in-depth technical details of the failure, but essentially, there is a two part process to credit card transactions:

  • 1. Authorization and confirmation is received from your financial institution that there are sufficient funds to proceed and process the transaction; and
  • 2. The authorized funds are subsequently withdrawn from your account, for payment, which concludes the transaction.

“Unfortunately, between December 31st, 2020 and February 7th, 2021, the authorized funds for approximately 10,000 of our customers were never withdrawn from your accounts or paid for by your credit card provider.

“Enclosed with this correspondence is a copy of the letter from our card processing agency, which provides additional information and the actions that have or will be taken. Please note that reprocessing of cards has started and if you have not seen a transaction occurring on your account already it will likely occur the end of the month.

“We sincerely apologize for this inconvenience to you, and are keenly aware of how frustrating this may be.

“Please be assured that we are here to support you through this process, and we ask that you direct your queries regarding this matter to info@fourstar.bm.

“We do expect that there may be a heavy volume of emails in respect of this, so we ask for your patience with us during this time. Please note that every email is read and will be responded to. Thank you again for your support of our businesses.”

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Comments (2)

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  1. Question says:

    That’s a lot of dough.

  2. Not Acceptable says:

    This is not acceptable. Isn’t this the second time this has happened?

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