Hi,
For us,It appears that two order charges are in Tessitura but they are not in the bank, do you know why this happened?
Please advise.
Thank you
Cases like this (and what Chris mentioned) can occur when Tessitura crashes or unexpectedly exits midway through finalizing a transaction. Users who leave the orders window open and don't click "Done" are particularly susceptible to this in my experience. This can happen on a charge transaction OR a refund, which is why it is possible for a reconciliation to reveal both overages and shortages.
Thank you Nick and Chris. We created a ticket with support and we are waiting for the response. How did you all handle this situation? Did you reach out to the customer for credit card details and process them again?
Unless it's something like a major donor gift, I typically eat the shortage as processing fees and don't bother the customer. My thinking is, our effective processing rate is a function of our technology and merchant services choices, and ultimately the blame for this lies with the Tessitura software for not being engineered for this kind of transactional consistency.