Hello everyone,
I posted a few days ago on the Devo Forum inquiring about an installment charge that, once ran, came back to me with the instructions "Call" (instead of the typical "Declined" or "Hold"). I called Amex and they authorized the payment for me and came back to me with an approval code to use in my terminal.
The instructions from the Amex website are as follows: "Once the Authorization Approval Code has been received, you must key the transaction into your terminal as an "Offline" sale in order for the transaction to be processed. For specific instructions, please refer to your terminal provider."
Has anyone had to claim a payment like this before? I can't seem to find any documentation about it.
Thank you!!
Frannie
I would call TranScend for help in this. My hunch is that you will need to process this payment specially through TranScend.
Hi--Thanks Boann--Can you clarify what TranScend is for me? Is that a service associated with Amex, or with Tess?
Much appreciated.
TranScend is the software that actually contacts the credit card merchants for authorization. (Kind of the middle man if you will) When you authorize a charge in Tessitura it sends it off to the TranScend application, which in turn does all the communicating with the banks. TranScend then takes the responses from the bank and returns them to Tessitura either as a decline message or authorization code.
Also, now that I have had a little more coffee I am remembering that TranScend is the software and Intrix is the company...
Whenever I have had tricky transactions in the past the folks over at Intrix have been very helpful in walking me through sorting it all out.
Here is some contact info for you if you need it.
E-mail support (support@intrix.com)Telephone Support (1-800-5INTRIX, option 1)
Also, if you manually enter an approval code in the payment screen in Tessitura this creates an offline approval, which is what it sounds like they are referring to, however I agree that it would probably be best to contact them first.
Thanks everybody! I am going to TranScend with this. Much appreciated.