Element Double charge

-----Original Message-----
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Tom Brown
Sent: Monday, November 23, 2015 9:34 AM
To: Gloria Ormsby
Subject: Re: [Tessitura Technical Forum] Element Double charge

Gloria,

This is very interesting. I'm trying to figure out if your situation might apply to us as well. What version of Tessitura are you using? What code base are you using for your website, TNEW, one based on the old POP code, or something else? Is element your acquirer or are you gateway-ing to another merchant bank like BofA First Data? Do you know if any of these variables make a difference? Thanks for your original insight and any further clarification you might be able to provide.

--Tom

On Mon, Nov 23, 2015 at 8:54 AM, Tessitura Technical Forum wrote:
With help from Tessitura I found one thing that was contributing to the problem. Element does not deny a transaction when the CVV is entered incorrectly. Because we are using CVV for our web payment methods Tessitura will reject the card (which is what we want) but Element authorizes the transaction. Once Tessitura rejects it, the order is cancelled and a reversal goes through to Element. Now Element has 2 charges and one reversal. The reversal takes a couple of days to hit the bank and so that is why customers are seeing two charges on their card.


From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jon Ballinger
Sent: Monday, November 23, 2015 8:48 AM
To: Gloria Ormsby
Subject: Re: [Tessitura Technical Forum] Element Double charge



Thought I would mention that there are some shared tools on TASK.

http://www.tessituranetwork.com/Community/forums/t/14334.aspx

Jon
From: Trudy Guest >
Sent: 11/23/2015 1:13:35 AM
I would like a copy of that. We balance Element to Tessitura sales everyday to find problems and one more tool would be helpful.
Thanks Trudy Guest
Salt Lake County Center For The Arts
385-468-1028


Sent from my Verizon Wireless 4G LTE DROID


Jason Kaiser > wrote:

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 >
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



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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!


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!

-----Original Message-----
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Tom Brown
Sent: Monday, November 23, 2015 9:34 AM
To: Gloria Ormsby
Subject: Re: [Tessitura Technical Forum] Element Double charge

Gloria,

This is very interesting. I'm trying to figure out if your situation might apply to us as well. What version of Tessitura are you using? What code base are you using for your website, TNEW, one based on the old POP code, or something else? Is element your acquirer or are you gateway-ing to another merchant bank like BofA First Data? Do you know if any of these variables make a difference? Thanks for your original insight and any further clarification you might be able to provide.

--Tom

On Mon, Nov 23, 2015 at 8:54 AM, Tessitura Technical Forum wrote:
With help from Tessitura I found one thing that was contributing to the problem. Element does not deny a transaction when the CVV is entered incorrectly. Because we are using CVV for our web payment methods Tessitura will reject the card (which is what we want) but Element authorizes the transaction. Once Tessitura rejects it, the order is cancelled and a reversal goes through to Element. Now Element has 2 charges and one reversal. The reversal takes a couple of days to hit the bank and so that is why customers are seeing two charges on their card.


From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jon Ballinger
Sent: Monday, November 23, 2015 8:48 AM
To: Gloria Ormsby
Subject: Re: [Tessitura Technical Forum] Element Double charge



Thought I would mention that there are some shared tools on TASK.

http://www.tessituranetwork.com/Community/forums/t/14334.aspx

Jon
From: Trudy Guest >
Sent: 11/23/2015 1:13:35 AM
I would like a copy of that. We balance Element to Tessitura sales everyday to find problems and one more tool would be helpful.
Thanks Trudy Guest
Salt Lake County Center For The Arts
385-468-1028


Sent from my Verizon Wireless 4G LTE DROID


Jason Kaiser > wrote:

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 >
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!



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!


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!