Recently, we experienced an issue when refunding a constituents contribution. Due to procedural errors, they were debited twice then credited three times, however only one of the credits appeared in Tess as the refund was cancelled out of the other two times.
We have traced the cause of the issue and corrected this - and are now quite confident that the procedures we have in place will eradicate future occurrences but we would like to know if there is something we can do to make these errors transparent to us as it was the constituent themselves who advised us of the problem.
Tess indicated that the transaction was correct but the bank records confirmed the constituents belief. By systematically checking through every transaction we were able to identify the issue, but we would be very interested to see if anyone has worked out a contingency plan or a reporting process to identify such issues if they do arise again and can be proactive in reversing them.