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
Are your double charges on the Element side or the Tessitura side? For us it was a CVV Mismatch error and it caused two charges in Element because it didn’t reject the mismatch but Tessitura did.
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Christina Bledsoe Sent: Tuesday, December 22, 2015 3:16 PM To: Gloria Ormsby Subject: Re: [Tessitura Technical Forum] Element Double charge
We continue to experience an issue with double charges at Lyric about once or twice a month. We're on v 12.1. Do those of you who've experienced double charges through the web use TNEW?
From: Frances O'Connell <bounce-francesoconnell1133@tessituranetwork.com> Sent: 5/5/2015 2:33:33 PM
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