When we received a statement from Vantiv/Payment Express a few weeks ago, it included a $250 AMEX credit that we can't trace to any transaction in Tessitura. Can anyone imagine a scenario that would cause this? There's no way to process a ticket or contribution without a batch record, right? We aren't short $250 in another line item that would suggest two wires got crossed. We're really scratching our heads.
I will post this in Development, too, and hope (or maybe not) someone has experienced this before. Thanks for any light you can shed on it.
Is it possible a patron may have disputed the charge and the credit card company issued the credit?
It could be a charge back as Brian suggested. It could also be a credit that wasn't saved in Tessitura but that was processed by Element perhaps a crash or an improperly completed order). Check the Incomplete Credit Card Transactions report and that would be a good indicator of the latter.