Moneris card reader won't stay connected

Michele_Johanso
Tourist
5 0 2

We have had Shopify POS for almost 3 years.  Lately, our Moneris card reader continually disconnects and reconnects, or, does not reconnect at all and requires re-initializing.  That being said, sometimes the re-initializing takes several tries.  When disconnecting/reconnecting, the disconnection is usually 3-10 second in total which is usually not a big deal but this also happens in the middle of a customer payment where the payment completes in Moneris but the the connection drops and Shopify says the payment was declined.  The customer then pays again and we have to call Moneris to get one of the payments refunded.  This takes 3-5 business days and results in a very unhappy customer.  We have had our wifi tested and that is not the issue.  Neither Shopify nor Moneris seems to be able to figure out the problem.  Has anyone else ever had this issue?

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LWS_TO
New Member
1 0 0

We have had this problem repeatedly. (and it takes many days of lost time and business). 

I am now just finding out that the integrated system won't work after April this year. Shopify is basically trying to make it impossible to use moneris so you switch to their new POS system which has much higher fees. It is very frustrating for such a big company to be taking advantage of small retailers during a pandemic. 

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Willoworchid
Excursionist
13 0 13

Well in about two months it isn't going to matter as Shopify is no longer going to allow an integrated Moneris system to work with their POS system.  We currently have an integrated system and we are now being told that the move to the "All New Shopify" will not longer allow for integration.  We are shopping for a new system.

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Blissdou
Tourist
8 0 1

We've been having the same problem and just got the email today that they are ending support. Luckily we received a call today from Square and we'll probably be moving over to them now. There is so much wrong with Shopify now and they don't care one bit about their customers. On social media they will talk about how they support independent businesses and people yet do everything they can to take your money and give inferior products/services. One of our worst decisions was to move to Shopify a year ago.

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Willoworchid
Excursionist
13 0 13

We went to Shopify less than a year ago.  I am more than a little upset that we invested the money and time to make the transition and now it looks like we are going to get to do it again.

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