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.
We've been having this happen a lot as well. We have been able to track them down to two issues:
Hopefully that helps!
What versions of Tessitura and website (custom, TNew) are you currently seeing these issue on?
We are currently on Tessitiura V12.5.1 and T-New 6 and I'm not hearing a lot of this kind of problem.
As folks moved to Tessitura V14.x I started to hear this kind of thing fairly consistently.
We are considering moving to Tessitura V15 and T-New 6.
I'm wondering if we are moving to a configuration more likely to show these issues.
My understanding is the bug that drops the campaign was introduced in v14. The bug persists in v15 as well.
Chuck Reif can the development team share any insights on these bugs?
Hello!
Regarding the Vantif issue noted in the original post, I'm not aware of anything online that would cause the issue described - where there are charges unrelated to any order or apparent customer activity.
The issue Brian Ramos described with double-charges, is an issue that, while it happens infrequently, is a known issue with Hosted Payment providers in both v6 and v7 of TNEW, where the payment provider hosted payment form is used as opposed to TNEW's native payment form. In this case, there are circumstances that could potentially cause a double-charge for some payment vendors.
We've been working over the last 2-3 months to shore up cases that could cause a double-charge to occur, and have mitigated those that are possible with the vendors that provide a mechanism to do so.
While rare, there are still cases where a patron could be double-charged when using a hosted payment form to complete Payment online that are beyond our control - for example, if the patron closes their browser before a credit card transaction on the hosted payment form completes, and then re-attempts their purchase, or if communication with the hosted payment vendor API is disrupted.
We have not gotten reports of double-charges when using TNEW's native payment form - Brian, if this is something that you are experiencing, please make sure to submit a support ticket so that we can investigate the issue further.
Thanks!
Chris Szalaj
As a follow up to this, the missing campaign number defect is pretty obscure and totally unrelated to payments. It only occurs when changing the price type on a single performance in a package through the API. This defect is corrected in v15.1.
Chris Szalaj & Chuck Reif thanks for sharing your insights on these issues.