Hi everyone! As promised, here's the decision tree that my colleague Katina White made. She's great with the gifs, but I guess Spongebob and Patrick were removed once we decided to put it into our Tess documentation.
One of the things we did (when we had Spongebob and Patrick) was to actually put the dates on the decision tree. Ergo: "Was the payment made before TMS cutover?" was actually "Was the payment made before 5/15/23?". Also, the "Is today before the 90-day window has expired?" was " Is today before 8/13/23?".
I can't figure out how to attach an actual pdf, so hopefully this screen capture is readable. If not, let me know and I'll email a copy to you!
Hey Nancy - Thanks for sharing this! I love that Spongebob and Patrick were involved. :P Silly question - what is meant by TMS cutover? I ask because we recently had some refund issues, and I was curious if this may have something to do with it.
Fun! I love a decision tree.
Am I reading this correctly that if it's within the 90 day window, you still have to re-enter the card number? And can you not do a refund at all outside the 90 days, even if you re-enter the card number? I'm a little confused by that. Is it not always possible to refund if you re-enter the card info?
Yes, within the 90 day window, if the payment is unreferenced, you have to either re-key or tap/swipe/insert the card into an EMV device.
And after 90 days, you will no longer be able to refund at all, unless it's referenced and then, only by using the 'Refund' button in the original order.
That is the day you 'cutover' to TMS from your previous processor. Auths from Adyen via TMS begin on this day.
So if you return tickets and have a negative balance on the order, it will not allow you to pay that balance towards any credit card number, even if you enter the card info manually? It just won't process the payment? I'm having trouble wrapping my brain around that.
TMS is Tessitura Merchant Services
For 90 days after you cutover to TMS, you can do an unreferenced refund, which means that you can refund a negative balance to any credit card number. After 90 days, you cannot do this. After 90 days, you can only do referenced refunds via the 'Refund' payment button in the payment window, which will put the refund back to the original card.