Recently had a problem with our Client Data getting sent to Sage Exchange and the credit card data was ""split"" between multiple vaults instead of preserving a single vault per merchant account/Sage Company.
Sage Payment Services was fabulously professional in handling the problems for our Client, and I thought I would ""share"" a feel good support story. I normally don't have these types of stories to share.
Upgraded an old client from v4.05 to Sage 100 2014 earlier this month, and experienced something new (isn't that special). This client was also moving from PC Charge to Sage Payment Services. The Pilot migration of data appeared to be fine, but then again, we did not test credit card charges in the Pilot companies.
Re-Converted for Go Live, and all appeared to be fine. New credit cards processed fine through SPS. However, whenever we attempted to grab a credit card which had been saved to the customer file prior to the upgrade, we received one of two errors:
""The Sage Exchange Vault credit card ID associated with this credit card is no longer valid. Delete and re-enter this credit card."" OR ""Unable to communicate with Sage Exchange. Try again or contact a Sage 100 ERP Customer Support Representative"".
Spoke with Sage Software, and they were unable to assist; front line support recommended deleting all the credit card info on file (39,000 customers in just one company), and start again fresh. Three separate companies, with tens of thousands of credit card data on file, purging would not be good for the client.
I called Sage Payment Services and the front line person was able to see on his end what was going on, even though he could not explain to me what it was. However, he did not let me off the phone until I spoke with back-line support. They were able to determine that (for some unknown reason), our credit card data for two of the three companies had their data split between two vaults each. And the transaction I was trying to process was in the ""second vault"" which was not set up to interact with a Sage Accounting system, making the data ""unreachable"" to us via Sage 100 ERP. He explained he had never seen this and they did not have a utility available to ""merge"" the two vaults together; which is what would need to happen.
He then told me ""Don't worry"". It's not CompuData's problem, it is not your Client's Problem, it is a Sage Payment Services Problem and he would arrange for a developer to ""fix the problem"".
And they did exactly what they promised. They were able to successfully merge the two credit card data vaults together, and within just a few days, our client was back in business.