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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
  • Former Member
    Former Member $organization
    Actually Tessitura is behaving correctly. If the CVV code is incorrect it rejects the transaction. Element however, accepts the transaction. So each time someone tries it again it creates multiple charges in Element with no order in Tessitura. Recently we found this happened when someone entered a strange character in the zip code. Element noted the error but kept charging the card.

    -----Original Message-----
    From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jonah Pruitt
    Sent: Monday, March 21, 2016 5:15 PM
    To: Gloria Ormsby
    Subject: RE: [Tessitura Technical Forum] Element Double charge

    12.5.1.120

    Our current theory is that Tessitura is passing credit card information through to Vantiv even though the ccv was entered wrong and rejected by Tessitura.

    -----Original Message-----
    From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Tom Brown
    Sent: Monday, March 21, 2016 2:03 PM
    To: Jonah Pruitt
    Subject: Re: [Tessitura Technical Forum] Element Double charge

    What version of Tessitura are you seeing these double charges?

    --Tom Brown
    Business Analytics mgr

    Brooklyn Academy of Music BAM
    Peter J. Sharp Building
    30 Lafayette Ave
    Brooklyn, NY 11217

    www.BAM.org

    Tbrown@bam.org
    718-724-8135



    On Mon, Mar 21, 2016 at 1:09 PM, Jonah Pruitt wrote:

    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?
    From: Heather Kraft
    Sent: 11/18/2015 4:42:14 PM

    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



    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!
Reply
  • Former Member
    Former Member $organization
    Actually Tessitura is behaving correctly. If the CVV code is incorrect it rejects the transaction. Element however, accepts the transaction. So each time someone tries it again it creates multiple charges in Element with no order in Tessitura. Recently we found this happened when someone entered a strange character in the zip code. Element noted the error but kept charging the card.

    -----Original Message-----
    From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jonah Pruitt
    Sent: Monday, March 21, 2016 5:15 PM
    To: Gloria Ormsby
    Subject: RE: [Tessitura Technical Forum] Element Double charge

    12.5.1.120

    Our current theory is that Tessitura is passing credit card information through to Vantiv even though the ccv was entered wrong and rejected by Tessitura.

    -----Original Message-----
    From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Tom Brown
    Sent: Monday, March 21, 2016 2:03 PM
    To: Jonah Pruitt
    Subject: Re: [Tessitura Technical Forum] Element Double charge

    What version of Tessitura are you seeing these double charges?

    --Tom Brown
    Business Analytics mgr

    Brooklyn Academy of Music BAM
    Peter J. Sharp Building
    30 Lafayette Ave
    Brooklyn, NY 11217

    www.BAM.org

    Tbrown@bam.org
    718-724-8135



    On Mon, Mar 21, 2016 at 1:09 PM, Jonah Pruitt wrote:

    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?
    From: Heather Kraft
    Sent: 11/18/2015 4:42:14 PM

    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



    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!
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