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
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?
Hi Christina -
I'd reiterate for any payment issues, please do open up a support ticket with TASK. Support is more than happy (trust me, I asked!) to help you dig into problem and see if it is something with the Payment Gateway Server or something altogether different.
While are definitely hotfixes out in the world, they are very specific to versions and scenarios and it would be good to see if your issue has the same root cause before you spend too much time on what may be a different problem from the one you are experiencing.
HTH,
Heather