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Multiple Charges on Cards through Vantiv

Angela Leftwich
$organization

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

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  • $organization

    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

  • $organization in reply to Shannon Christopher

    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.

    Thanks!

    -Grant

  • $organization in reply to Grant Offermann
    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.

  • $organization in reply to Chris Jensen

    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.

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