Hey all,
Since upgrading to v.14, we have had multiple charges through Vanitv for orders that are not actually in Tessitura, resulting in patron credit cards being charged multiple times.
Vantiv is saying there is an internet connection issue where the charge is not going into Tessitura the first time resulting in the duplicate charges.
I have already submitted a TASK ticket, but we are wondering if anyone else has experienced this issue?
Thank you,
Angela
Hi Angela!
We just went live here at the Dallas Zoo a month ago and have been struggling with this. We updated to the new service pack (14.2?) and that stopped double charges from happening with actual swipes, but we are still seeing odd one-off's both on site and via the web. Sometimes the transaction exists in Tessitura, but there are two charges on Vantiv. Once, there was a charge in Vantiv with no record in Tessitura (this was a web sale). I don't have any resolution for this yet, but wanted to let you know you aren't alone.
Best,
Shannon
Hi Angela,
Just wondering if you were able to get this issue resolved.
Thanks!
Janelle
We have had issues like this using Payment Express. We had a large rash that were tied to an issue with our new P2PE card readers, where the process would get hung up and the cashier would close down the transaction and start again, although we believe that mostly resolved with the latest update to v14. We do also get them sporadically on the web, and other events like crashes or network outages.
We try to keep an eye out for them, mostly by running the Incomplete Credit Card Transactions report weekly. When something comes up, however, digging into what has happened can be tricky.
We have that issue only when there's any internet outage or Tessitura crashes for some reason. We experienced often after we converted, but it was mostly a sign of much needed improvements to our organization. 1. Anyone computer processing credit card payments have ethernet cables when possible, and 2. redundancy in our wifi. Additionally, if there is some type of Tessitura crash or internet outage, even if it's one machine for 30 seconds, if we have someone on staff processing a credit card during that time - they notify their department head reconciling the finances. We're able to log in to Vantiv and confirm whether or not the charge was actually authorized. Hardware and culture improvements seem to really help us!
We also just upgraded to 14.0.6 2 months ago and are coming across similar issues where there might be transactions in Tess but not Vantiv or vice versa. We just started digging into these issues so let us know if you found any solutions.
-Grant
Grant Offermann said:there might be transactions in Tess but not Vantiv or vice versa.
We are on v14.1.3 and still occasionally get a multiple-auth in Vantiv + one complete payment in Tessitura situation (not sure I've seen the in-Tess-but-not-in-Vantiv in recent years).
They always seem to stem from a slow response from Vantiv, leading the user to re-try, resulting in a second auth from Vantiv, and then the second auth completes and results in a complete payment in Tess. User error (internal or external), yes, but Vantiv can be inexplicably quite slow at times.
Thanks Chris, Do you notice transactions hitting the bank but not showing up in Tess or Vantiv? We have seen a few of those over the past couple months.
Grant Offermann said:Do you notice transactions hitting the bank but not showing up in Tess or Vantiv?
No, I don't think we've ever run into that situation. Hard to imagine a charge completing with no trace left on either system.
We're exploring this situation too right now Grant. Ours seems consistent month over month - each month is xxx dollars off. If we find anything, we'll share.