Has anyone solved this issue yet? For several months I thought the problem had finally cleared up as we weren't getting the duplicates any more. But starting in either November or December we have started experiencing the issue of transactions only appearing once (or not at all) in Tessitura, but processing twice through our credit card processor. I know many people were experiencing this as well, but never saw if anyone found out what was going on?
We've had similar issues. A Tess Service Pack 15.1.4 update was helpful along with a change in settings with Windcave. Both items were recommended in a Support Ticket. Cheers
Do you know what the settings changes in Windcave consisted of?
I'm following this conversation because we've just switched to Windcave (earlier this week) and I believe I am seeing two sets of duplicate transactions on yesterday's reports. Hoping to gain some understanding of the underlying issue.
Here is what we had to change with Windcave (via phone):
Please check the Disable the Result Page (Skip Page 2) check box in your Payment Manager application. This is located in the Custom Hosted settings for the Result Page. With TNEW is this critical as if Page 2 is not skipped, customers who do not click "Next" on the results page will not be redirected to the TN Express Web confirmation page, which results in credit cards being charged and incomplete orders in Tessitura. Here is a link to our Hosted Payments documentation for TNEW. Details are found by expanding the Windcave (formerly Payment Express) Settings section on the page.
Hope this helps.
Thank you so much!
Hi all -
As a quick follow up, Tessitura Support is happy to investigate all instances of double-charges. Please don't hesitate to open a ticket when this comes up and we can take a look. When you open the ticket, it is helpful to know the patron's name, any order or constituent ID numbers involved, as well as the date/time of the double charge. If you are not hosted in the RAMP environment, we will definitely need to see related Payment Gateway logs, and may request some other data based on the nature of the issue.
Thanks!
Patrick
We have had similar issues in using EFTPOS devices from Windcave for in-house sales. We generally do not have any trouble with TNEW transactions.
We found that the following scenario may result in duplicate charges. A sales associate starts an order and goes to the payment screen. They click the credit card icon to initiate the charge, but then a guest or the associate decides to make a change to the order. They hit cancel on the screen and then make the change. The EFTPOS device does not seem to actually cancel the transaction but holds it in 'limbo'. When the associate clicks the credit card icon the second time and inserts a card, the card is charged twice - once for the amount held in limbo before the cancellation and a second time for the revised order total.
We have been working with support and they have been working with Windcave. Tessitura Support has been able to replicate our situation. We will be installing a new version of EFTPOS next week, which is expected to resolve the issue.