Error: Opera Cloud could duplicate authorizations

Overview

Some customers on Oracle OPERA Cloud versions before 26.3 may have seen two successful card authorisations for what should have been a single payment, a short time apart. Oracle has confirmed this was caused by a product defect in how OPERA Cloud processed payment responses, and it's corrected from OPERA Cloud version 26.3 onward. This article explains what happened, how to check if it affected a specific transaction, and what to do about a duplicate charge.

Applies to

What you'll achieve

You'll understand why a guest may have been authorised or charged twice for one payment, know how to confirm it in your own systems, and know what to do next — including how to request a refund.

What causes this

Oracle Support has confirmed this is linked to an existing product defect in OPERA Cloud's payment response handling: under a specific locking condition, an authorisation that had actually been approved could be incorrectly treated as rejected by OPERA Cloud. 

The correction is included in OPERA Cloud version 26.3 and later, so an approved authorisation is no longer incorrectly rejected because of this locking condition.

How to check if you were affected

• Look for two transactions for the same reservation and card, with very close timestamps (seconds to a couple of minutes apart), both showing as successful. 
• Confirm the same pattern on the OPERA Cloud side — 934 successfully responded to both requests, so both should also be visible in OPERA.
• Check with 934 support (support@weare934.com)

What to do

• If a guest was mistakenly charged twice, we'd suggest sending the refund request from OPERA first.
• If that's not possible, contact 934 Support and we can process the refund instead — let us know which of the two transactions to refund.
• 934 can provide transaction logs to help with an investigation on the OPERA/Oracle side if needed.

Expected result

You've confirmed whether a specific transaction was affected by this defect, and either refunded the duplicate or confirmed one wasn't needed. Once your OPERA Cloud environment is upgraded to version 26.3 or later, this specific issue is not expected to recur.

Need more help?

If you think a guest was charged twice because of this issue, or you're not sure whether your property's OPERA Cloud environment has been upgraded to version 26.3 or later, contact 934 Support (support@weare934.com) with the amount, last 4 digits from the credit card and the date and time. Do not send full card numbers or login credentials by email or chat.