Overview

Invalid Address and/or ZIP code

Merchants may reverse a transaction if the billing address and zip code given by the client during a transaction do not match what is on file in VISA DPS. 

Use VISA DPS if you have access to it. If you do not, use Xperience for most cases. 

Undeliverable Address

If a client's address is listed as undeliverable in Xperience, the address on file in VISA DPS defaults to the Capital City Bank mailing address. 

To complete the transaction:

1. Tell the client to use the following as the billing address:
   P.O. Box 900 
   Tallahassee, FL 32302-0900
2. Update the address in Xperience.
3. Send this Synapsys service event: Deposit Services > Address Maintenance > Remove Undeliverable.
4. The address updates in VISA DPS according to the batch file schedule.

Foreign Address

If a client's address is listed as a foreign address in Xperience, the address on file in VISA DPS > Card and Account Maintenance > Preferred Billing Address defaults to the Capital City Bank mailing address. 

To complete transactions:

1. Tell the client to use the following as the billing address:
   P.O. Box 900 
   Tallahassee, FL 32302-0900

Office

In Xperience Inquiry:

1. Verify the client's identity.
2. In Xperience, click Customer & Account Inquiry.
   • Set Search Criteria to All Typed.
   • Search by name, account number, or CIF.
3. Select the client's account.
4. In the top right-hand corner, click Related Functions.
   • Choose PassPort Inquiry.
   • Select card.
   • To view transactions, choose History. 
5. The transaction shows as approved, with a corresponding credit by the same merchant.
6. Verify that the billing address the client entered matches the card address on file in Visa.
   • See the Visa DPS tab to view the address on file for the card.
7. If the current card address is an old address, update the address in Xperience.
   • Instruct the client to use the old address in the billing address field for transactions attempted that day.  
   • The new address takes 24 - 48 hours to update in Visa DPS. See Visa DPS/Passport batch file schedule.
8. If the transaction is still declining, contact CMD. 

Note: Clients can use any address in the mailing address field, but the billing address and card address on file in Visa DPS must match.

VISA DPS

In VISA DPS:

1. Search by card in Visa Resolve Online - VROL.
2. View the transactions. Debits and corresponding credits appear as follows: 
   • Debit: in black
     A - 000 Approved
     Tran Class: Auth
   • Credit: in red
     A - 400 Accepted 
     Tran Class: Auth Rev 
     
3. Click the transaction amount to load additional transaction details:
   
4. View details:
   
   
5. Click Authorization Data and view the AVS Result field.
   
   • AVS Address Data displays up to 8 digits of the zip code (first) and the house number (second) that the client gave as the mailing address. 
6. View the address on file in:
   Visa DPS > Card and Account Maintenance > Search for Card > Preferred Billing Address.
   
7. To complete the transaction, instruct the client to use the address on file as the billing address. (The mailing address can be an address of the client's choosing.)
8. For future transactions, update the client's address in Xperience. The address will update according to the Visa DPS/Passport batch file schedule.