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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 

  • $organization

    Hi there Francis.  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 have 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.



    [edited by: Jason Kaiser at 3:05 PM (GMT -6) on 19 Nov 2015]
  • $organization

    Hi, Jason, I’d love to see your script if you can share it.

     

    Thanks!

     

     

    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 Jason Kaiser
    Sent: Thursday, November 19, 2015 2:11 PM
    To: Jeanne DeVore
    Subject: Re: [Tessitura Technical Forum] Element Double charge

     

    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 <bounce-francesoconnell1133@tessituranetwork.com>
    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!

  • Former Member
    Former Member $organization
    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 <bounce-jasonkaiser4021@tessituranetwork.com> 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 <bounce-francesoconnell1133@tessituranetwork.com>
    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!
  • $organization in reply to Former Member

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

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

    Jon

  • $organization in reply to Jason Kaiser

    Unfortunately, these tools are not available if you are a RAMP subscriber.

  • Former Member
    Former Member $organization

    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 <bounce-trudyguest2085@tessituranetwork.com>
    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 <bounce-jasonkaiser4021@tessituranetwork.com> 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 <bounce-francesoconnell1133@tessituranetwork.com>
    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!

  • $organization
    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!
  • Former Member
    Former Member $organization
    We use Element as acquirer. We do not use TNEW. It isn't related to the web code though. It is the acquirer that determines how they will handle these transactions. In Element's case they look at it as data that is NOT required nor is it used in authorizing a transaction. I found this from the PCI Guru site. https://pciguru.wordpress.com/2009/02/07/dispelling-rumors-%E2%80%93-cvvcvc/

    The first rumor is that by using the CVV/CVC in transactions merchants reduce their interchange fees with their processor and the card brands. This is not true.
    What is true is that by including the CVV/CVC value when a merchant submits a transaction for authorization, should a dispute or chargeback situation arise, the processor and/or card brands will reduce their fees on the dispute or chargeback. The rationale being that the processors and card brands assume that by having the CVV/CVC, it is less likely that the transaction will result in a dispute or chargeback.

    -----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!
  • Former Member
    Former Member $organization
    One other thing to mention...to see if there was a wrong CVV look in the Payment Gateway log files. It will show "CVV Mismatch."

    -----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!
  • $organization

    Hey Jon,

     

    This tool pack look to be incredibly useful if it does what it is sounds like it does.  Having a way to compare data directly in a 1:1 sort of way is something that many of us “miss” from the Transcend days.  

     

    Jason

     

     

    From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jon Ballinger
    Sent: Monday, November 23, 2015 7:48 AM
    To: Jason Kaiser <jkaiser@omahaperformingarts.org>
    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 <bounce-trudyguest2085@tessituranetwork.com>
    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 <bounce-jasonkaiser4021@tessituranetwork.com> 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 <bounce-francesoconnell1133@tessituranetwork.com>
    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!

  • Former Member
    Former Member $organization

    Thank you.

     

    Trudy Guest, System Administrator

    385-468-1028

     

    From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Jon Ballinger
    Sent: Monday, November 23, 2015 6:45 AM
    To: Trudy Guest
    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 <bounce-trudyguest2085@tessituranetwork.com>
    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 <bounce-jasonkaiser4021@tessituranetwork.com> 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 <bounce-francesoconnell1133@tessituranetwork.com>
    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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  • $organization

    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?

  • $organization in reply to Christina Bledsoe

    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

     

  • Former Member
    Former Member $organization

    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

    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!

  • $organization in reply to Heather Laidlaw Kraft (she/her)

    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?