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 also experiencing this. Often multiple charges, sometimes it doesn't show up in Tessitura at all. The only way we found out that there was an issue was because the patron had not received a confirmation of their purchase. The problem we are running into with this happening is that the customer is initiating chargebacks or refunds through their bank, and it's hard to figure out if we should refund the extra charges if we don't know that they've already initiated it on their end. Also, the patrons are not very happy about the duplicate charges. I did try to run the incomplete credit card transactions report mentioned in this thread and our most recent occurrence of this does appear, so I guess running this on a daily basis will help us to initiate the refunds before the customer has a chance to report them to their bank/credit card company. Oh... and this only began occurring once we did the most recent upgrade. We had never had this problem in the past. We are now switching payment processors, but I suspect that it won't change anything because as was mentioned, I think it's some kind of issue in the communication between Tessitura and the (any) processor, not that the processor is itself messing the charges up.