BetterNow experienced a notice incident on October 11, 2021 affecting Donation Payment Processing, lasting 4h 51m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 11, 2021, 04:14 AM UTC
One of our acquiring partners (Clearhaus) mistakenly processed transactions twice. All transactions (captures, refunds and credits) processed between 2021-10-06 19:00:00 UTC and 2021-10-07 18:59:59 UTC were affected for both Visa and Mastercard, with the exception of Visa credits. Clearhaus is working with Visa and MasterCard to automatically reverse the transactions during the night between Monday and Tuesday. Therefore, you do not need to manually refund any double donations. Clearhaus' incident report is here: https://status.clearhaus.com/incidents/t8z9l54g6tbw
- monitoring Oct 11, 2021, 08:38 AM UTC
We now have a list of the 49 affected transactions. Clearhaus writes "Corrections will be sent starting Monday, and while you may see the effect already Tuesday, it could take several days also depending on your bank. You should see the correction no later than October 21st."
- resolved Oct 11, 2021, 09:06 AM UTC
We have notified the affected customers by email. Any additional questions should be directed to [email protected]