Hi all!
A performance at my organization was cancelled and so we are processing CC refunds. A few remain from web MOS that do not show account info. The payment window displays payment method, last 4 CC digits and expiry yet we can't refund to the card. I checked both references and our securities app to make sure power users have rights to web MOS payment methods. They all have access yet no one can refund. Could this be a PCI issue cached by our processor? Still a bit new to the organization and thought maybe someone else here might know.
Thanks so much!
M-C
Hi M C,
One more thing to check is that each user group in Tessitura Security has a refund max amount set per payment method. I believe if the amount on the payment screen would exceed the max refund allowed, that might prevent the refund-by-reference option from activating properly. Here's the documentation: https://www.tessituranetwork.com/Help_System_v151h/Tessitura.htm#Security/Payment%20Methods.htm
This one has caught us out a couple of times, so it's something to check in your security setup - you may need to temporarily boost the refund amount allowed for your users, and then dial back down again once the bulk refund process is wrapped up. Hope that helps!
Evan
Hi Evan,
Thanks for replying! Our applicable user groups have a very high refund amount (documentation example) set for max allowed. Boosting that max cap likely would not address the problem.
I know our system for online orders only retains the CC info for 45 days, so any orders placed more than 45 days prior to the day we are trying to initiate refunds requires us to contact the patron for the CC info in order to issue the refund.
Hello M-C!
This is Iliana with Tessitura Network Support. We’re happy to assist you with this question. I’ve created a Support ticket where we’ll work with you to find a resolution to this question. We’ll also relay our findings from that ticket in this forum post, but if you have any other questions or concerns in the meanwhile please let us know.
Warm regards,
Iliana