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