Resolved
All payments are corrected and mitigation steps have been taken to prevent incorrect handling of failed captures.
Monitoring
All affected tenants are identified, and relevant in-app messaging is being targeted to them.
All transactions are known, and are in the process of being reconciled, this process can take up to 10 days as our Payment Service Provider retries the transactions with Mastercard scheme.
Changes are being introduced to ensure proper representation in Provet for this workflow of card scheme rejection and automatic retry.
Identified
Payments taken through Provet Pay on October 24th are showing as refunded automatically.
Investigation points to a historical incident that occurred with Adyen our Payment Service Provider.
The status of those payments has drifted internally and we've incorrectly marked them as refunded, reconciliation will follow, standing advice is avoid taking additional payment for affected invoices
