Entry update 03/02/15

Entry update 03/02/15

As a small athletics club with a handful of voluntary organisers we understand everyone’s frustrations at today’s entry ‘fiasco’. We could not be more devastated at the stress and inconvenience that this has caused. We have spent all day in discussions trying to resolve the situation whilst answering as many queries as physically possible.

At present entry remains suspended until further notice/ all issues are sorted from today.

Results Base are still in the process of contacting everyone who has had a problem.

We have been assured that every effort is being made to sort the issue of multiple payments. Please see the statement from Results Base below:

Results Base would like to apologise for the issues regarding online entry to the Blaydon Race today.

Today’s issues with the open entry (yesterday’s affiliated entry for over 1600 people went flawlessly) was not the fault of the Results Base online system but caused to a software issue between our payment gateway provider, Epay, the Nordea Bank and the 3D Secure card validation service.

This issue has been flagged by their Head of Card Payments Department and he is working with the team to find out why this happened.

We must stress that Results Base will only take the amount specified on your order from the payment gateway. Where multiple payments have been stacked up owing to multiple attempts to enter card details the balance of the money has already been set aside to be either returned to or, in the case of reserved monies, stopped from being released by your bank.

As yet we have not been given the information to confirm when this will be done by the payment gateway provider but we are in detailled discussions with their team to get this done as quickly as possible.

We are very sorry that this worrying situation has occurred for our customers and we are frustrated because the process of resolving the situation is completely out of our hands.

We will keep you updated on the situation as we get more details from them about their progress.

The Resultsbase Team

4 thoughts on “Entry update 03/02/15
  1. david shaw says:

    Thanks for all the effort and info. When it’s not your error it’s all you can do. The 9th of june is worth it all !!!

  2. Kath Richards says:

    Whilst we runners have found this an extremely frustrating and stressful experience I’m sure it must be an even worse nightmare for the organisers. I appreciate the steps taken by all concerned to try to resolve this, but I hope that whichever provider you use next year they will have learnt from this and will have appropriate processes in place to prevent this happening again in 2016.

  3. Brian says:

    This must be a nightmare for the Blaydon Race organising team, who I suspect are all volunteers. It isn’t their fault and as such it is totally unreasonable for people to be venting their spleens on the Blaydon site as some seem to be above. To being doing so is likely to mean nobody will want to run the event in future and everyone will loose out. I’m sure the organisers are inundated with emails and enquiries and as they too probably have jobs to go to how can they possibly be expected to reply. The only reasonable course of action is to suspecd entries until the ‘fiasco’ is resolved. At the end of the day the race is always oversubscribed and so there will always be people who are disappointed.

  4. Sophie Veitch says:

    I have also been charged over £400 and heard nothing since yesterday morning and feel very upset by this as it is alot of money and if i dont get it back asap i have bills to come out. I understand it may not be the fault of blaydon race team themselves however that amount of money is not acceptable to be taken and i feel i have had no communication until 10pm last night with an email, but still heard nothing today!!!!

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