Does anyone hold transactions if the AVS comes back as "no match?" Do you hold transactions if the CVV code doesn't match? It occurs to me that it's great to have these fraud controls but if we don't hold transactions then we are not really making use of it. I'm hesitant to hold transactions for AVS failure as that may cause a lot of held transactions.
Also I just found out that AVS is not checking the name on the account with the name of the purchaser. We had a charge back from someone whose card was used by someone that he didn't know. So the name on the Tessitura account did not match the name on the card. But the transaction went through anyway. Does it strike you strange that the names on the account are not checked? I've talked to Transcend, Vital Processing, and the bank and they confirm it.
So just wondering how you handle the AVS/Cvv failures. Thank you.
Gloria
Gloria -
We have our AVS set to check for some sort of match with address and zip. I don't believe there is any AVS setting that checks for the name on the account.
If the addresses don't match then we deny/hold the transaction. This can cause some juggling as Tessitura only sends the primary address and sometimes the credit card billing address does not match the primary address (or a friend is using a card to pay for an upgrade, etc). We have an address type of CC Card Billing that we add and set to primary, send the card through, and then reset the primary address back to the original address. This can lead to some user error at times, but it is better than charging the wrong card (which we had issues with when AVS was turned off).
We also have a strange problem with Canadian Visas, but Intrix is looking into that.
For our web merchant we hold any AVS or CVV mismatch. Again, this can cause some confusion, but we have some customized errors that try to make it REALLY clear why the card was declined.
HTH,
HeatherSeattle Rep
I want to open this old post up for feedback. What is you process regarding AVS? Do you hold transactions if it fails? Is anyone using the zip only match?
I'm curious as to what you mean by "hold" transactions? We have been back and forth on the AVS issue online. We'd really like to use AVS verification, but because it's not possible to specify Billing Address and separate Shipping address online we get quite a few AVS mismatches for customers who use their personal card, but the address on their account is their business address. AVS mismatches always result in funds held on the customers account for some period of time - which makes them really angry.
Do you use Transcend? In the Fraud configuration you can turn off the holding functionality for AVS based on different parameters (address didn’t match, zip wrong, etc.). We’ve been thinking of using zip only and put that on the payment page with messaging like “Zip for Credit Card Account.”
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Bill Waugh Sent: Tuesday, January 21, 2014 10:56 AM To: Gloria Ormsby Subject: Re: [Tessitura Technical Forum] AVS - Do you hold transactions?
From: Gloria Ormsby <bounce-gloriaormsby5026@tessituranetwork.com> Sent: 1/17/2014 11:04:11 AM
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We are using Element. We do have the ability to specify which elements will result in an AVS mismatch (zip only, or address and ZIP, etc) but the AVS mismatch always results in funds being held on the customer’s account for some period of time. I wish it would just decline the transaction, but not hold funds on the customer’s account. Based on my internet reading AVS mismatches are supposed to result in held funds (if I believe what I read on the internet) – I just wish it wasn’t the case.
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Gloria Ormsby Sent: Tuesday, January 21, 2014 10:38 AM To: Bill Waugh Subject: RE: [Tessitura Technical Forum] AVS - Do you hold transactions?
Hey Bill -
Just so you know, I believe the 'held funds' issue with Element and AVS has been resolved in v12. Just in case that adds to the 'we should upgrade' list.
Heather