Element Double charge

Do you use Element as the processor, or as a gateway? We’ve typically seen this happen (and not often, fortunately) if there’s an interruption (website or computer crash) once the card is authorized but before the order is complete. This is a result of our payment processor (FirstData Nashville), who mark a transaction as complete as soon as it’s authorized. So the transaction goes through to the bank, but because of the interruption, is canceled in Tessitura. Then if the patron tries again and is successful, there will be two charges, but only one order in Tessitura. We haven’t found a way to keep that from happening, but as I said, fortunately, it doesn’t happen often.

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 Frances O'Connell
Sent: Tuesday, May 05, 2015 1:42 PM
To: Jeanne DeVore
Subject: [Tessitura Technical Forum] Element Double charge

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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Hi all,

Yes, this has been happening to us on a regular basis since we went live with v12. We've had a lot of dialog with Tessitura support on this one. To make a long story short... We experience this primarily when someone authorizes a card in a ticket order, but then does other things - like adding a CSI - before pressing Done to complete the order.

Our current theory is defect 3931, which is resolved in v12.5, will help minimize this for us. 3931 resolves an issue causing Tessitura to crash when adding CSIs. But, we don't know for sure whether that bug is the only factor.

Here are some tips based on what we have learned along the way:

1.     Encourage staff who process orders to press Done immediately after authorizing a credit card (or as soon as possible after doing so). If other actions are needed, like adding a CSI, just use Load Last Order after pressing Done and then do the CSI. By doing this, you minimize the chance of a crash in between CC authorization and completing the order.

2.     Make regular use of the Incomplete Credit Card Transactions report. This is a standard report and it essentially queries the t_cc_server_log table to identify potential 'orphaned' credit card charges. I believe our ticketing staff runs it daily now, and it allows us to resolve these issues sometimes before the patron notices.

3.     As much as possible, try to encourage those processing orders to document specifically (step-by-step) what happened if a crash occurs. The more information that can be collected, the higher the chance Tessitura will be able to replicate some of the issues causing the client to crash. Of course, that's often easier said than done, particularly when things are busy.

I hope that is helpful. I too am thankful to hear we are not alone in this!

Thanks,
David

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Frances O'Connell
Sent: Wednesday, May 6, 2015 3:48 PM
To: David Frederick
Subject: Re: [Tessitura Technical Forum] Element Double charge

Glad to hear it's not just me! We've had I think 4 in the last year that I am aware of. Though, I would not be surprised if it's more and no one has caught it.  And we similarly don't have a great way of tracking them 

Hi Chris,

We would also be interested in that report.

Thanks,

Bobby Moseley

Houston Ballet

601 Preston Street

Houston, TX 77002

(713) 535-3253

From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Chris Jensen
Sent: Thursday, May 07, 2015 3:31 PM
To: Moseley, Bobby
Subject: RE: [Tessitura Technical Forum] Element Double charge

Frances O'Connell:

Our Finance department is interested in this sort of report. I can't find it in TASK for some reason - it's solution #32 in the Shared Reports workspace?

Hi, Frannie--

The utility that downloads Element data (including an SSRS report, iirc) is in solution #32 in "Version Upgrades and Patches"; it is an optional component.

The report I referred to is a custom SSRS report that I made to replace a custom IM report we had used with Transcend and which our accounting folks were used to. I'd be happy to share it if it sounds interesting.