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Transcend Held/Pending Auths

Ryan Rowell
$organization

Hi all,

It was just discovered that there are a few transactions in transcend from each department
that ended up getting authorized but have been stuck in limbo with a transaction status of tran.held.pending.

There is no pattern to these that I can see other then some fall within the same date.

I've got an email in to our IT provider who set transcend up but thought I would see if anyone else has run into a similar problem.

Cheers!

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  • $organization

    We used to get this a lot more with Supercharge than we have with Transcend. When it happened here it was usually due to an AVS fail, so you may want to check in your Transcend setup that it is configured not to hold transactions for failed AVS. We still get the occasional auth that needs to be manually released for settlement. I've never been able to find a good reason why. We just know to check daily and make sure there aren't any, or if there are, look into it and either void it if it needs voiding or release it if it needs releasing.

  • $organization in reply to A. Freeman

    Oh ok, so I just "release" them and they get settled. that's good.
    We didn't have this problem with supercharge and are still getting all the clients installed.
    For now I'll just check to ensure they are being settled.

    Thanks everyone!

  • $organization in reply to Ryan Rowell
    We've just upgraded to TranScend and are getting these, too, which we also never used to get on SuperCharge. I've always been able to find a correlating transaction in Tessitura, so I know they're legitimate charges that just didn't settle. But it means the TranScend reports don't jibe with the Box Office Batch reports. It's not an "end of the world" thing, but it is annoying, and if anyone comes up with a good reason why it happens or a good way to keep it from happening, I'd be very grateful.

    Jeanne DeVore
    Technology Manager
    Chicago Shakespeare Theater
    jdevore@chicagoshakes.com
    312 595-5603
    www.chicagoshakes.com



    -----Original Message-----
    From: Tessitura Technical Forum on behalf of Ryan Rowell
    Sent: Wed 10/21/2009 4:57 PM
    To: Jeanne DeVore
    Subject: Re: [Tessitura Technical Forum] Transcend Held/Pending Auths

    Oh ok, so I just "release" them and they get settled. that's good.
    We didn't have this problem with supercharge and are still getting all the clients installed.
    For now I'll just check to ensure they are being settled.

    Thanks everyone!

    From: Amanda Freeman
    Sent: 10/21/2009 4:46:46 PM


    We used to get this a lot more with Supercharge than we have with Transcend. When it happened here it was usually due to an AVS fail, so you may want to check in your Transcend setup that it is configured not to hold transactions for failed AVS. We still get the occasional auth that needs to be manually released for settlement. I've never been able to find a good reason why. We just know to check daily and make sure there aren't any, or if there are, look into it and either void it if it needs voiding or release it if it needs releasing.




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  • $organization in reply to Jeanne DeVore

    I now have a transaction on hold due to tessitura crashing that I don't want. I see that held transactions will expire eventually but is it best to release the transaction for settlement and then void it?

    Any feelings on this?
    I hate keeping a patrons money locked up for no reason.

    Cheers!

  • $organization in reply to Ryan Rowell

    I would call Intrix to confirm just what to do in this situation.  I have called our contact there a couple of times since going live to confirm what I am seeing/should be doing with strange looking transactions. 

  • $organization in reply to Ryan Rowell

    You could in theory leave it until it expired, however the hold on the person's card would still be there, and as far as I know, it'll expire after 30 days. So in the interim, if there was a "good" charge that went through for the transaction, as well as the stuck one, if the person checks their account they'll think they've been double charged. Based on my interaction with Intrix support, I'd void it.

  • $organization in reply to A. Freeman

    Thanks all!

    Intrix did suggest releasing the transaction and voiding it.

    Cheers!

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