Hi there,
I wonder do any other organizations experience the issues listed below during their busy ticket sales?
Issue 1: The customer has been charged, but no order exists in Tessitura.
Issue 2: The customer charged twice while there is only one order in Tessitura.
Please share your experience if you had similar cases, and let me know if you have figured out or given a solution by Tessitura why these problems are occurring.
Thank you,
Mehtap
We are having this issue now in 2023. One where someone only purchased 1 ticket and that is all that is in Tessitura but CC statement showed a charge for two. And now today had a call with a person being charged who has not been here in over a year. We use Windcave
These issues are endemic to payment gateways generally: a payment will go through, but something in the reporting of that success back to Tessitura fails and Tessitura is left having to err on the side of caution and assume that the charge has failed. We are hoping that the "auto-reconciliation" reports in TMS will simplify identifying these for us (and hoping that having more parts of the process under one roof will reduce the number of occurrences). Reconciling between Windcave reports and Tessitura can be arduous, as reference numbers are not always properly shared back and forth and timestamps can often be quite different (and this can give you different figures when using the same timespan on reports from each system).
The first thing to check is the Incomplete Credit Card Transactions Report, which attempts to look for anomalies in gateway transaction reporting in Tessitura. In my experience it has a lot of false positives. It also can miss problem transactions, but that is rare.
https://www.tessituranetwork.com/Help_System_v151h/Tessitura.htm#Reports/Incomplete%20CC%20Trans.htm
Are you saying someone had their card recently charged by your organization despite them not having done a transaction with you in over a year? That would be something altogether different.
Sorry to hear about your experience. At the time (over 2 years ago) I reported this issue, our gateway was Windcave. Following Tessitura's recommendation, we switched to their payment gateway, Adyen. However, our primary issues, such as double charges and charges without corresponding orders in Tessitura, still persist.