Hello –
We have a problem where we seem to be duplicate charging online customer’s credit cards for a transaction only to have to refund the addtional transaction via Vantiv after we’re sure it’s not intentional several days later. Example: Customer buys $300 worth of tickets online on 12/3. Their card is charged $600. $300 is credited back to them on 12/19 by one of our finance staff via Vantiv.
We put in a support ticket back in September and after a lot of log trading and troubleshooting we ended up with zero progress. Our website (L2) couldn’t find anything causing it on their end, we couldn’t find anything causing it on our end and Vantiv couldn’t find a cause on their end. In the final act, we were told by Tessitura support to simply upgrade to the next version of Tessitura (at that time, 14.1.8)
Due to the Xmas demand to “not stop the money train” we put off the upgrade and when we were finally ready, Tessitura was onto v14.1.11 which we had not tested so… we put off the upgrade again. Well, now we’re in subscriptions renewals and the same issue has cropped up. Our finance staff is keeping written logs of each transaction we have to refund or wait to clear out (i.e. charges in Vantiv with no backing transaction in Tessitura).
My question isn’t about a fix (we’ve been told to upgrade – we just need to find a time to do it) but about whether or not we are the only site experiencing this? Is anyone else getting mysterious random duplicate charges in Vantiv?
Any input is appreciated to help ease the conscious of our finance department. Thanks!
RJ
We are in your exact situation: we were told that lags in RAMP were triggering this, and that we would need to upgrade. We are also now in a very busy season, so it feels like a pretty bad spot to us too.
We scheduled the "incomplete credit card transactions" report to run nightly. If these errors happen, they will show up on that report.( I don't fully understand why- as you say, these transactions don't seem to have a record in Tessitura at all, so it is confusing to me that they show up on a Tessitura report.) Hopefully having something to reconcile against will help your finance team feel like they've got their arms around the problem until you can transition to the new version.
Shannon