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

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

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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

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!