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
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!