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Mysterious credit

Susan Carey
$organization

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.

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  • $organization

    We've been having this happen a lot as well. We have been able to track them down to two issues:

    1. Double charges - We've found that Vantiv sometimes double charges a card when it is processed through our website. Most likely this is due to the patron clicking 'process' twice or something along those lines.
    2. Missing campaign on the transactions - there is currently a bug that causes some web transactions to be recorded without a campaign. Unfortunately, this makes the transaction basically invisible on the front end and in reports. We have to run a script in SQL Server to find and correct these transactions.

    Hopefully that helps!

  • $organization in reply to Brian Ramos

    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.

  • $organization in reply to Tom Brown (Past Member)

    My understanding is the bug that drops the campaign was introduced in v14. The bug persists in v15 as well.

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