Shell (80 Forestdale Rd)

Hello, A customer came to our store on August 17th and used their EBT card to purchase items that totaled to $22.49. Our credit card machine showed that the card was declined. The customer said that they could see the charge pending on their account. We voided the sale and they left assuming that they had been taken advantage of and lost their $22.49. I called our credit card service company (***) and asked them to dig into this. They looked into the charge and have determined that the transaction that took place on 8/17/2020 did occur but that for some reason the actual transaction was not processed until 8/24/2020 and that the funds were not sent to our account until 8/25/2020. The *** representative that I talked to told me that this is unusual but could be the result of trouble on the EBT side of things and or a connection issue. I have the information from the *** (***) in writing via an email as well as a screen shot of our online statement showing that this transaction did occur on 8/17 but that it was not processed until 8/24. It seems to me that this has been a misunderstanding on both parties with the blame lying on the technology. We thought the card had been declined, the customer thought that we had taken their money and not given them the items. We would like to sincerely apologize to the customer for the mishap and will give a full refund of the $22.49 that was charged to their account as well as an additional $20 coupon to use at our store to make up for the inconvenince. Thank you and please pass on the information to the concerned party. Please let me know where and how I can attach the emails I received from the *** so that you may review the evidence as well. Have a good day