Starting a thread dedicated to a topic we're all likely to be devoting a lot of time to.
Shall we also try using the Tags feature within it? Then folks can use it as a filter to narrow posts to one or the other. #CancellationProcessing and/or #CancellationMessaging
I'm thinking brilliant strategies (or hacks) or a place for questions that have you stumped.
To start, it off...
1) Cancellation email notice with web form with options about which route customer wants, exchange/donation/credit/refund. Easy for them; head start for your team.
2) If you are tokenized/don't save credit cards, pointedly call out somewhere in that messaging that your organization will calling to request the credit card number in order to process the refund.
If I process a partial refund (in Test) for a subscription order placed with a real credit card earlier this season, will the transaction be processed in any way. Sorry for all the questions! I am a one (wo)man show here. I appreciate the support!
I know when our staff has done this, the credit card has gone through even though it was in the test environment.
Amber, just to clarify - while you may receive a successful authorization message in Test, no actual transaction is processed as your Test system is configured using your processor's Test environment.
Thanks,
Patrick
Amber Gale
One should be very sure about this; even for those of us on RAMP, occasionally there has been reason to point our Test Payment Gateway Server to our Live processor, and in a local install there are no guarantees. Clearly it _should_ be pointed to a Test processor, but make certain with your technical support person or Tessitura support first.
Patrick Schley (Past Staff Member) Question, since I haven't tried this out, how does the Test processor handle Refund by Reference? Does it actually check against original payment totals, previous refunds, etc?
Also, what is Tessitura guidance on cards in Test environments? We run a full purge of all card information on every Live->Test. We are using tokenization, so we don't have full card numbers, but we prefer to have no live card info at all in our Test environment.
Oh! And be wary of sending email confirmations in Test when doing operations on actual customer accounts. I have a Live->Test script which mangles all customer email addresses to point them back to an internal testing address, but I would advise changing the email address and login of any real customer account that you want to perform transactions on in Test.
Good point, Gawain - although our team does make a point to return Test systems to this "dummy" configuration after the project that required live processing has wrapped up. Also, moving forward, we will be straying away from that practice entirely as it is our ultimate goal to not have any real credit card data in Test environments. Our Live to Test scripts for all RAMP organizations purge stored card numbers.
For Refund by Reference I have seen variable results. It will definitely work for refunding payments that were processed in Test to begin with, but if you try to refund a payment in Test that was processed in Live, it likely won't go through, although I have heard reports from organizations where it worked-- I think this depends on the processor.
HI Patrick,
Although the order did not process in regards to live seating, an actual credit card did get processed.
Amber, I will follow up with you offline about this.