Element Double charge

Do you use Element as the processor, or as a gateway? We’ve typically seen this happen (and not often, fortunately) if there’s an interruption (website or computer crash) once the card is authorized but before the order is complete. This is a result of our payment processor (FirstData Nashville), who mark a transaction as complete as soon as it’s authorized. So the transaction goes through to the bank, but because of the interruption, is canceled in Tessitura. Then if the patron tries again and is successful, there will be two charges, but only one order in Tessitura. We haven’t found a way to keep that from happening, but as I said, fortunately, it doesn’t happen often.

Jeanne DeVore | Technology Manager
Chicago Shakespeare Theater

312. 667.4943 direct line  | 312.403.0314 mobile | www.chicagoshakes.com | facebook | twitter
800 East Grand Avenue on Navy Pier | Chicago, Illinois 60611

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Frances O'Connell
Sent: Tuesday, May 05, 2015 1:42 PM
To: Jeanne DeVore
Subject: [Tessitura Technical Forum] Element Double charge

Hi everyone,

We use Element for CC processing.  In the last couple of months, we've had complaints about 3 or so double charges. These charges are not represented in Tessitura, so I typically confirm by logging into Element merchant site and searching by card, date and amount, where there are in fact two charges.

I can credit the transaction via our merchant account with Element.  I've been told by Element customer service that they have seen this behavior before, but I'm wondering if we can do anything on our end to either find out earlier or stop this entirely.  Has it happened for anyone else?

(Forgive double post from Finance forum)

Thanks,

Frannie 

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical 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!

Do you use Element as the processor, or as a gateway? We’ve typically seen this happen (and not often, fortunately) if there’s an interruption (website or computer crash) once the card is authorized but before the order is complete. This is a result of our payment processor (FirstData Nashville), who mark a transaction as complete as soon as it’s authorized. So the transaction goes through to the bank, but because of the interruption, is canceled in Tessitura. Then if the patron tries again and is successful, there will be two charges, but only one order in Tessitura. We haven’t found a way to keep that from happening, but as I said, fortunately, it doesn’t happen often.

Jeanne DeVore | Technology Manager
Chicago Shakespeare Theater

312. 667.4943 direct line  | 312.403.0314 mobile | www.chicagoshakes.com | facebook | twitter
800 East Grand Avenue on Navy Pier | Chicago, Illinois 60611

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Frances O'Connell
Sent: Tuesday, May 05, 2015 1:42 PM
To: Jeanne DeVore
Subject: [Tessitura Technical Forum] Element Double charge

Hi everyone,

We use Element for CC processing.  In the last couple of months, we've had complaints about 3 or so double charges. These charges are not represented in Tessitura, so I typically confirm by logging into Element merchant site and searching by card, date and amount, where there are in fact two charges.

I can credit the transaction via our merchant account with Element.  I've been told by Element customer service that they have seen this behavior before, but I'm wondering if we can do anything on our end to either find out earlier or stop this entirely.  Has it happened for anyone else?

(Forgive double post from Finance forum)

Thanks,

Frannie 

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Technical Forum. You may reply to this message to post to the Technical 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!