I have been getting bank charge backs because our patrons weren't recognizing the notation identifying us next to the charges on their credit card statements, they thought it was someone unauthorized using their card. They call their cc company and the cc company pull the payment for their tickets out of our account. Since Tessitura still has a payment attached to the patron's seats how would I go about charging the patron again? I can't do a regular refund because that would be giving back their money twice. Is there a way of charging their cards again without going into their seating? Has anyone had this problem?
On chargebacks where the patron doesn’t recognize the charge due to the name, we will generally give a courtesy call to clear up the confusion. The patron then calls to stop the chargeback. At this point it’s reversed and the money is put back into our account. In other situations where the charge or refund doesn’t need to be processed through Tess, we will just run the card through the CC server. As far as lost chargebacks, we enter a manual JE outside of tess to reflect the lost revenue and simply notate the patron’s account for future orders. “patron initiated chargeback, etc”
From: Tessitura Finance Forum [mailto:forums-finance@tessituranetwork.com] On Behalf Of Tal Hebdon Sent: Wednesday, August 07, 2013 2:13 PM To: Jon-Paul Eddings Subject: RE: [Tessitura Finance Forum] Bank Chargebacks
In my experience, the money is withdrawn from our back account by the credit card processing company (for us that’s Chase Paymentech), then I send a statement as to why we believe the charges to be fair and if approved, Chase Paymentech will refund the money back into our account. We don’t generally do anything in Tessitura for chargebacks. However, if that doesn’t work for some reason, you might be able to run the sale directly through Transcend (or your credit card processor) rather than through Tessitura.
Good luck.
Cheers,
Tal
Tal Hebdon Manager of Patron & Operations Services Young Centre for the Performing Arts
T 416.866.8666 x402 F 416.504.5222 W youngcentre.ca
Young Centre for the Performing Arts Distillery Historic District
50 Tank House Lane, Toronto, ON, M5A 3C4
Box Office: 416.866.8666
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From: Tessitura Finance Forum [mailto:forums-finance@tessituranetwork.com] On Behalf Of Debbie Damon Sent: Wednesday, August 07, 2013 2:49 PM To: Tal Hebdon Subject: [Tessitura Finance Forum] Bank Chargebacks
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