We had a pretty big on sale a few weeks ago and we processed ~1200 transactions on our website. We had a handful of erroneous charge errors, a few duplicates and then one outright missing charge that went through and was processed by Worldpay but was not saved to Tessitura. Normally we can easily correct those and find and refund the charge through Worldpay's OmniFlex portal. However, when I look up our transactions through there, they only want to show me the last 1000 charges for that day. So I am unable to access any charges processed before 11:45 from that day. I've spoken with Worldpay over the phone and they stated they do not see the charge and cannot refund it. Both our Bank and the processor state that they see the charge but Worldpay has to be the once to submit the refund. So we weren't able to get anywhere with that. Has anyone experienced this issue with Worldpay before? And know what to tell them over the phone in order for them to be able to find the charge?
I've submitted a ticket with Tessitura in hopes of finding the customer who is associated to the abandoned order on TNEW to see if we can reach out to them directly, but we're unsure if that will pan out.