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?
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