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
Unknown said: 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?
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?
Re: our experience, we've not had any double charges since we installed v12.5 hotfix 8 back in September 2015.
Unknown said: Is there a better detection or prevention script out there?
Is there a better detection or prevention script out there?
Re: detection, I strongly encourage downloading your Element data and comparing it to T_PAYMENT data regularly. Please see the "Version Upgrades and Patches" work space on TASK, then solution 32.
There are data tools for Element in the shared reports section TASK number 350.
The Tessitura EPS Data tools provide a suite of tools to help Tessitura licensees better understand and reconcile credit card transactions between Element and Tessitura. The data tools consist of 3 main areas.
1. SQL Server Integration Services (SSIS) package that runs nightly to download EPS transactional data to a local table.
2. SQL Server Reporting Services Reports (SSRS) to view and compare local EPS data against Tessitura Network, Inc
3. Windows application to query EPS in real time.
Jon
Thanks for the pointer to this in Shared Reports, Jon. My info above re: solution 32 is out of date; I thought your SSIS pkg had been moved to sol. 32, but I misremembered.
Hi Jonah -
With any issues around credit card processing, we always recommend opening a support ticket first. Even if it is on-going and hard to find, support has tools and logging suggestions that can help narrow down issues, or, if there are hotfixes, they will have recommendations on what to put on your system!
Best,
Heather
I think we've seen this issue with the CVV a few times and I didn't realize that was the issue. Do we know if this is corrected with some version or some change in setting?
Thanks
Henry
The only way to correct it would require one of the following:
1. Get Element to decline transactions with an incorrect CVV code. Not possible as this is their business practice that they consider a “best practice” to reduce the merchant’s vulnerability for chargebacks. They don’t view it as an approval requirement.
2. Set up Tessitura to not require CVV code. This is done by MOS. Same scenario as AVS, you can set up Tessitura to require CVV or not. AVS works the same way with Element in that it doesn’t require a correct address during the approval process. We had a lot of problems with this and ended up turning AVS off. So turning CVV off is a business practice decision.
Hope that helps!
Gloria
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Henry Kelly Sent: Monday, April 10, 2017 1:59 PM To: Gloria Ormsby <gormsby@flynncenter.org> Subject: RE: [Tessitura Technical Forum] Element Double charge
From: Gloria Ormsby <bounce-gloriaormsby5026@tessituranetwork.com> Sent: 3/22/2016 1:57:49 AM
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! 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!
Correction, the CVV requirement is per payment method.
From: Gloria Ormsby Sent: Monday, April 10, 2017 2:53 PM To: 'Tessitura Technical Forum' <forums-technical@tessituranetwork.com> Subject: RE: [Tessitura Technical Forum] Element Double charge