Hi
I would love some input and recommendations of what report or other information from Tessitura is used to contest chargebacks?
What documentation of the ticket order has your organization used most successfully?
thank you!
Christina,
I typically start with screen shots from the constituent record: Transactions>Payments, Transactions>Transactions and Orders. I manipulate the screen shots in Word to enlarge and/or highlight the information of interest.
Transactions>Payments: This screen shows the date and amount of the transaction with the full credit card account number if you have the appropriate security settings.
Transactions>Transactions: This screen links the transaction number to the reference number which is also the order number.
Orders: This screen shows the order number, what was purchased, and the channel used. Also there is the option to drill down into the order for additional order information like notes.
For example if a patron claims to have not received their tickets. I drill down into the order and click on the history tab. Event Desc functions as a kind of ticket status. I can tell if a ticket has been printed. Our organization records attendance in Tessitura so I can see if the ticket was used to enter a performance. Our tickets have the ticket numbers printed on them, so we can pull tickets stubs from house management if necessary.
We also use the chargeback requests as a customer service opportunity. We will call the patron to discuss the matter.
Jean
Transactions>Payments: This screen shows the date and amount of the transaction with the full credit card account number if you have the correct security settings.
Orders: This screen shows the order number, what was purchased, and the channel used. Also there is the option to drill down into the order for more information or notes.
From: Jean Rivers <bounce-jeanrivers5606@tessituranetwork.com> To: Trudy Guest <TGuest@slco.org> Sent: Fri, Apr 27, 2012 13:34:09 GMT+00:00 Subject: Re: [Tessitura Finance Forum] Contesting Credit Card Chargebacks Christina, I typically start with screen shots from the constituent record: Transactions>Payments, Transactions>Transactions and Orders. I manipulate the screen shots in Word to enlarge and/or highlight the information of interest. Transactions>Payments: This screen shows the date and amount of the transaction with the full credit card account number if you have the appropriate security settings. Transactions>Transactions: This screen links the transaction number to the reference number which is also the order number. Orders: This screen shows the order number, what was purchased, and the channel used. Also there is the option to drill down into the order for additional order information like notes. For example if a patron claims to have not received their tickets. I drill down into the order and click on the history tab. Event Desc functions as a kind of ticket status. I can tell if a ticket has been printed. Our organization records attendance in Tessitura so I can see if the ticket was used to enter a performance. Our tickets have the ticket numbers printed on them, so we can pull tickets stubs from house management if necessary. We also use the chargeback requests as a customer service opportunity. We will call the patron to discuss the matter. Jean From: Christina Coughlin <bounce-christinacoughlin6295@tessituranetwork.com> Sent: 4/26/2012 6:21:13 PM Hi I would love some input and recommendations of what report or other information from Tessitura is used to contest chargebacks? What documentation of the ticket order has your organization used most successfully? thank you! This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Finance Forum. You may reply to this message to post to the Finance forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!
From: Christina Coughlin <bounce-christinacoughlin6295@tessituranetwork.com> Sent: 4/26/2012 6:21:13 PM
Thanks for the detailed reply!