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 have also had the first issue as well. Those are much fewer but happen after a guest has entered all their payment information and something happens to the transaction and it ends up timing out or erroring out on the customer side. Tessitura is still processing the payment and it gets charged on the card without a transaction created in Tessitura. Different issue but same process.
Yes, the problem of being charged without an order in Tessitura is quite common. I'm sorry to hear that you're also facing the same challenges.