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Element Double charge

Frances O'Connell
$organization

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 

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  • Former Member
    Former Member $organization
    Hi Frances,

    Yes, this happens to us too via the web merchant and also with internal processing. It's rare, though, only a few transactions per month. 

    TASK suspected that zip formatting at checkout online could've caused some errors - in the transactions that failed, the zip was 60045-3462 and in the one that completed was 600453462. CC_ZIPCODE in T_CC SERVER_LOG is only a varchar 10 which is why the first attempts do not work, throw a truncation error and nothing is written to T_CC_SERVER_LOG. Our web developers are reviewing this now - the site should be coded to strip out formatting when billing addresses are submitted. 

    Might be worth it to check your web code, although that only explains the web merchant issues.

    Thanks,
    Mary


    On Tue, May 5, 2015 at 1:41 PM, Frances O'Connell <bounce-francesoconnell1133@tessituranetwork.com> wrote:

    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 



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    Lyric Opera of Chicago
    312-827-5607

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  • $organization in reply to Former Member

    Hi All:
    We are also seeing intermittent double charges that do not show up in Tessitura, but do show up in Element.  We have experience the same thing with unrelated credits.

    Though it is only intermittent, the behavior seems to have begun only a couple of months ago.  It is time consuming for our staff to track down and do what they can to correct the issues.

    I'm curious to hear just how widespread this might be...  Any others?

    Kindly,

    Mark

Reply
  • $organization in reply to Former Member

    Hi All:
    We are also seeing intermittent double charges that do not show up in Tessitura, but do show up in Element.  We have experience the same thing with unrelated credits.

    Though it is only intermittent, the behavior seems to have begun only a couple of months ago.  It is time consuming for our staff to track down and do what they can to correct the issues.

    I'm curious to hear just how widespread this might be...  Any others?

    Kindly,

    Mark

Children