Description:

Occasionally a customer will complain that the information shown on their credit card statement does not accurately reflect the information shown on the receipt provided by the FBO, making it difficult to reconcile transactions.

This document provides details on how to review a transaction in FBO One to troubleshoot a quantity and/or price mismatch between FBO One documents and the statement from the card provider. 

Cardholder Complaint: Incorrect Quantity and/or Price shown on statement from card provider

Card Type: AVCARD, World Fuel Contract

Details: The cardholder reports that the quantity and price of a specific product/service shown on the cardholder's statement from the card provider is incorrect. The receipt provided by the FBO included detailed quantity and price per unit. The statement provided by the card provider showed quantity of 1 and total price.

Note: In the example below, the customer received 8 units of parking at $365 per unit and expected to see those details on the statement from the card provider. Instead, the statement from the card provider showed 1 unit of parking at $2920.

Review the transaction:

1) Locate the order in FBO One.

2) Review the receipt to confirm the quantity shown on the receipt given to the customer.

3) Locate the product line on the order and review the quantity shown.

4) Click on the payment link. 

5) Review the Online Payment log to verify the quantity that was sent through the gateway for the product.

Resolution:

If the quantity and unit price for the product shown in the Online Payment log matches the details shown on the receipt given to the customer by the FBO, nothing needs to be changed in FBO One. The details are being sent correctly through the gateway.

Forward the original cardholder complaint to Client Support Services (clientsupport@wfscorp.com) for resolution. Please include a copy of the receipt from FBO One and a screenshot of the corresponding Online Payment log.