Hi Everyone!
We've been using WorldPay/Vantiv for several years now as our bank gateway and processor and lately they've been having a lot of issues (double refunds, processing charges that we're cancelled, etc.). Does anyone have any other recommendations for gateways and processors that work well with Tessitura? I'd love to hear some other options.
Thanks!
We are currently using Solupay/Windcave. We switched from WorldPay/Vantiv because their customer service for the above issues was impossible to deal with. We could never get in contact with a person, and they never would get back to us about fixing any errors. And then they started charging us additional fees that had not been charged to us originally.
With the latest upgrade to Tessitura, which was around the same time we switched to Solupay/Windcave, we began having a lot of errors with duplicate charges to cards, or a transaction would not save to Tessitura but did charge the patrons card, and then we also were getting a lot of rejected cards with an error code of 05 - general decline. Most of these patrons insisted that they had no problems with their cards at other establishments and it was causing us a significant amount of frustration. Solupay and Windcave were extremely helpful in responding and trying to research these issues to see if it was in how they had set up our account, etc. Nothing was ever identified. I don't know if Tessitura made any changes, but in the last month these type of issues have significantly declined.
From what I understand, Windcave and Worldpay are the only two gateways that work with Tessitura. (I think that's right.)
Great - thank you! When you made the switch, did you find the pricing comparable between Wolrdpay and Windcave?
It's done a little differently, Worldpay was a package deal that include the processor and the gateway fees all together. Solupay and Windcave charge us separate fees. We are supposed to be saving on fees overall, but I believe that some of that is because Solupay set us up with a non-profit rate for both of our accounts (we have separate ones for ticketing and development), where before our ticketing was a theatre/entertainment rate. So I'm not sure if we would have still saved otherwise. But I would say that they are at least comparable. The Solupay rep did a comparison quote to show us how much they could save us.
Thanks so much for your help! This is definitely something we'll be looking into.
One word of caution, check your contract with Worldpay, there can be some hefty charges for switching before the end of your contract, and some contracts automatically renew if you don't cancel them at the end, meaning you are stuck paying those fees, etc. for another 2-3 years.
I Corrine - we are currently on World pay put the high prices are pushing us to look for alternatives. Have you made any progress with Windcave?
Apolgies for misspelled name Corinne - wish this forum hand an edit function
Not a problem, I appreciate the correction.
I'm still looking into what would be involved in terminating our contract before I reach out to Windcave. From what Danette said, I believe the price is reasonably comparable, but I don't have any actual figures yet.