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?
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!