Below is a letter provided to Flowbird clients to address potential duplicate charges on some of their customers credit/debit cards.  This letter has been updated to reflect the most recent information.

July 9, 2021

Dear Valued Customer:

On July 5, Flowbird was made aware that some credit card transactions made at Flowbird pay stations between July 1 and July 5 may have been submitted multiple times in error as a result of a credit card processing software issue. Below is a description of the issue, the steps Flowbird has taken to isolate and rectify the root cause, and the steps we continue to take to minimize the impact on customers and Flowbird clients.

  • The issue was isolated to a small number of Flowbird’s clients in the United States. A small percentage of individuals were affected.
  • This was not a security violation or software hack. All credit card data is safe and protected.
  • The root cause of the problem was a software upgrade performed at the credit card gateway level on July 1, The update was done as part of our PCI renewal audit preparation. The PCI compliance audit requires us to ensure that all software included in the PCI scope is up-to-date. Testing was done prior to software release.
  • Once the problem was identified, a fix was immediately developed, tested and released on July 6, 2021 at 9am ET. During this period, we proactively started refunding transactions that were submitted multiple times.  The majority of the individuals have already been refunded and all remaining refunds should be processed by July 11.
  • Flowbird is having continuous dialogue with clients and their customers to provide the best possible service and we are sensitive to each individual’s needs to have their transactions refunded in an expeditious manner.

Questions?

Flowbird has set up a card payment support hotline through our Help Desk that cardholders can call if their account has not yet been corrected. The toll free number is 1-855-443-2715 and will be answered 24/7.

If you are a Flowbird client and you have questions, please contact Flowbird Support: us-support@flowbird.group

Please know that we are addressing this issue as our top priority, and will continue to work until all such transactions are refunded in the proper way.

 

Sincerely,

 

Benoit Reliquet

President, Flowbird North America

benoit.reliquet@flowbird.group