• Replies 40 replies
  • Subscribers 343 subscribers
  • Views 84 views
  • Users 0 members are here
Related

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, Jason, I’d love to see your script if you can share it.

     

    Thanks!

     

     

    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 Jason Kaiser
    Sent: Thursday, November 19, 2015 2:11 PM
    To: Jeanne DeVore
    Subject: Re: [Tessitura Technical Forum] Element Double charge

     

    Hi there.  If you're on 12.5, they just released a patch that hopefully addresses some of these weird issues.  But I'm pretty skeptical that it will fix all mischarge situations simply because there are so many things that can happen during a cc authorization to cause issues.   And honestly, there has always been issues (Transcend had them too).

    Anyway, we use a custom script that I wrote that runs every night and flags possible mischarges in Element.  This looks at the credit card log table and the types of log entries that should exist for cc transactions.  Through process of trial and error over the past couple of years I've got a pretty good script that catches a good 99% of the mischarges and only occasionally gives us false positives.   It at least allows us to be proactive in catching stuff and letting our finance department know.   If you're interested I'd be willing to share.

    From: Frances O'Connell <bounce-francesoconnell1133@tessituranetwork.com>
    Sent: 5/5/2015 2:33:33 PM

    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!

Reply
  • $organization

    Hi, Jason, I’d love to see your script if you can share it.

     

    Thanks!

     

     

    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 Jason Kaiser
    Sent: Thursday, November 19, 2015 2:11 PM
    To: Jeanne DeVore
    Subject: Re: [Tessitura Technical Forum] Element Double charge

     

    Hi there.  If you're on 12.5, they just released a patch that hopefully addresses some of these weird issues.  But I'm pretty skeptical that it will fix all mischarge situations simply because there are so many things that can happen during a cc authorization to cause issues.   And honestly, there has always been issues (Transcend had them too).

    Anyway, we use a custom script that I wrote that runs every night and flags possible mischarges in Element.  This looks at the credit card log table and the types of log entries that should exist for cc transactions.  Through process of trial and error over the past couple of years I've got a pretty good script that catches a good 99% of the mischarges and only occasionally gives us false positives.   It at least allows us to be proactive in catching stuff and letting our finance department know.   If you're interested I'd be willing to share.

    From: Frances O'Connell <bounce-francesoconnell1133@tessituranetwork.com>
    Sent: 5/5/2015 2:33:33 PM

    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!

Children
No Data