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 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.