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Charges in Transcend not in Tess

Brian Graham
$organization

We've got a few charges that are showing up in Transcend but not in Tessitura. These charges are in a closed and settled state. Does anyone know how these might have happened? And more, how should we go about refunding them to the patrons' cards (each of the three instances was brought to our attention through a customer complaint)?

thanks,

Brian

  • $organization

    The one time we had this happen, the user called, bought a subscription, the ticket agent authorized the payment, then the patron decided to add a donation. Rather than backing out the transaction, the ticket agent added the donation and re-authorized for the full amount. Because our processor (FDMS Nashville) settles immediately, both transactions went through Transcend as purchases, even though Tessitura had them as correct. We had to do a manual credit in Transcend.

     

    Jeanne

     

     

     

    From: Tessitura Finance Forum [mailto:forums-finance@tessituranetwork.com] On Behalf Of Brian Graham
    Sent: Thursday, July 12, 2012 12:26 PM
    To: Jeanne DeVore
    Subject: [Tessitura Finance Forum] Charges in Transcend not in Tess

     

    We've got a few charges that are showing up in Transcend but not in Tessitura. These charges are in a closed and settled state. Does anyone know how these might have happened? And more, how should we go about refunding them to the patrons' cards (each of the three instances was brought to our attention through a customer complaint)?

    thanks,

    Brian




    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!

  • $organization

    This happens periodically in our environment.   We generally see this during automatic billing when we have a large batch of credit cards (i.e. 700+) to process.  We use the two reports shared by the Science Museum of Minnesota to proactively find the transactions and void if necessary.  The reports are solution #310 - Transcend Reconciliation Reports.

     

    Jackie Guy

    CSO

     

    From: Tessitura Finance Forum [mailto:forums-finance@tessituranetwork.com] On Behalf Of Jeanne DeVore
    Sent: Thursday, July 12, 2012 12:58 PM
    To: Guy, Jackie
    Subject: RE: [Tessitura Finance Forum] Charges in Transcend not in Tess

     

    The one time we had this happen, the user called, bought a subscription, the ticket agent authorized the payment, then the patron decided to add a donation. Rather than backing out the transaction, the ticket agent added the donation and re-authorized for the full amount. Because our processor (FDMS Nashville) settles immediately, both transactions went through Transcend as purchases, even though Tessitura had them as correct. We had to do a manual credit in Transcend.

     

    Jeanne

     

     

     

    From: Tessitura Finance Forum [mailto:forums-finance@tessituranetwork.com] On Behalf Of Brian Graham
    Sent: Thursday, July 12, 2012 12:26 PM
    To: Jeanne DeVore
    Subject: [Tessitura Finance Forum] Charges in Transcend not in Tess

     

    We've got a few charges that are showing up in Transcend but not in Tessitura. These charges are in a closed and settled state. Does anyone know how these might have happened? And more, how should we go about refunding them to the patrons' cards (each of the three instances was brought to our attention through a customer complaint)?

    thanks,

    Brian




    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!




    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!

  • $organization

    Brian,

    If you wouldn't mind, lets put in a TASK ticket in for this so we can have a look.  Helpful pieces of data to include are the dates and times of the charges so we can start to review the logs with the RAMP team, as well as the circumstances of the charge as far as you can tell (was it on the web, through ticketing etc).  

    Thanks!

    Anna

  • $organization in reply to Anna Wessely (Past Staff Member)

    Thanks folks. I've opened a support ticket, and also downloaded the shared reports which look to be very useful.

    Thanks again!