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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 

Parents
  • $organization

    Hi Chris,

    We would also be interested in that report, if you are sharing (we already have the Element utility installed).

     

    Thanks!

     

    Stacey Voigt

    Database Manager

    Santa Barbara Center

    for the Performing Arts

     

    svoigt@granadasb.org

    805-899-3000 x 128

     

     

     

    From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Chris Jensen
    Sent: Thursday, May 07, 2015 1:30 PM
    To: Stacey Voigt
    Subject: RE: [Tessitura Technical Forum] Element Double charge

     

    Frances O'Connell:

    Our Finance department is interested in this sort of report. I can't find it in TASK for some reason - it's solution #32 in the Shared Reports workspace?

    Hi, Frannie--

    The utility that downloads Element data (including an SSRS report, iirc) is in solution #32 in "Version Upgrades and Patches"; it is an optional component.

    The report I referred to is a custom SSRS report that I made to replace a custom IM report we had used with Transcend and which our accounting folks were used to. I'd be happy to share it if it sounds interesting.

     

    From: Frances O'Connell <bounce-francesoconnell1133@tessituranetwork.com>
    Sent: 5/7/2015 3:54:21 PM

    Hi Chris,

    Our Finance department is interested in this sort of report. I can't find it in TASK for some reason - it's solution #32 in the Shared Reports workspace?

    Thanks,
    Frannie 




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  • Former Member
    Former Member $organization in reply to Stacey Voigt

    Has anyone found any clear answers to this problem?

  • $organization in reply to Former Member

    Hi Gloria,

    No - although I mentioned it to some Network staff when they were on site this summer and they did suggest opening a ticket with TASK next time we saw it in our environment, so that they could investigate or speak with Element - so if it's happened for you, maybe try there!

    frannie

  • Former Member
    Former Member $organization in reply to Frances O'Connell

    Can someone in the network advise? Thank you!

Reply Children
  • $organization in reply to Former Member

    Hi Gloria -

    I would definitely open up a TASK ticket if you are seeing double charges through Element and not through Tessitura. I would also note that there have been significant improvements and fixes to Element processing. Most of those fixes are all in the latest release, but you may want to also check that you have patched your system with any relevant hotfixes.

    - Heather

  • $organization in reply to Heather Laidlaw Kraft (she/her)

    We are still seeing double charges with Element that are not reported in Tessitura.  It is random and very hard to detect.  Since the November post above, are there any new hotfixes?  Is there a better detection or prevention script out there? 

  • $organization in reply to Jonah Pruitt

    Unknown said:

    We are still seeing double charges with Element that are not reported in Tessitura.  It is random and very hard to detect.  Since the November post above, are there any new hotfixes?  

    Re: our experience, we've not had any double charges since we installed v12.5 hotfix 8 back in September 2015.

    Unknown said:

    Is there a better detection or prevention script out there? 

    Re: detection, I strongly encourage downloading your Element data and comparing it to T_PAYMENT data regularly. Please see the "Version Upgrades and Patches" work space on TASK,  then solution 32. 

  • $organization in reply to Chris Jensen

    There are data tools for Element in the shared reports section TASK number 350. 

    The Tessitura EPS Data tools provide a suite of tools to help Tessitura licensees better understand and reconcile credit card transactions between Element and Tessitura.  The data tools consist of 3 main areas.


    1. SQL Server Integration Services (SSIS) package that runs nightly to download EPS transactional data to a local table.

    2. SQL Server Reporting Services Reports (SSRS) to view and compare local EPS data against Tessitura Network, Inc

    3. Windows application to query EPS in real time.

    Jon

  • $organization in reply to Jon Ballinger

    Thanks for the pointer to this in Shared Reports, Jon. My info above re: solution 32 is out of date; I thought your SSIS pkg had been moved to sol. 32, but I misremembered.

     

  • $organization in reply to Jonah Pruitt

    Hi Jonah -

    With any issues around credit card processing, we always recommend opening a support ticket first. Even if it is on-going and hard to find, support has tools and logging suggestions that can help narrow down issues, or, if there are hotfixes, they will have recommendations on what to put on your system!

    Best,

     

    Heather