Hello all,
We've noticed there are times when a charge will have processed through Payment Express but has no corresponding charge in Tessitura. It is appearing as a duplicate charge quite often. We show the original charge in Tessitura and then it appears that another charge processes through Payment Express. We've also had an instance or two where there is a charge that is in Payment Express but nothing correlating in Tessitura.
Has anyone else noticed this or experienced this? Could this be auto-reversals not going through?
Chris Cuhel
Hi Chris,
We are currently researching a scenario related to this, but slightly different than what you presented. Our specific case involves an AVS mismatch. (We worked with Payment Express on only blocking AVS codes of N, which is what we were doing on Vantiv before transitioning over.)
In short, a patron tried to buy tickets on our website and was declined twice. The reason was an AVS mismatch. Payment Express shows a declined transaction then a separate void transaction. No order was placed, because Payment Express communicated to Tessitura that it was declined. However, we received a chargeback and it appears the patron was actually charged. The only record of this in Tessitura is t_cc_server_log.
I'm fairly certain this isn't the first time this has happened. We are about to open a ticket on this with Payment Express to explore it further. I'll let you know what we find out.
Thanks,David
David,
Did you get this resolved? We are finding something similar after upgrading to V14.1.5 We have credit cards declined in Payment Express but they are going through First Data and being charged to the bank.
Hi Terry - yes, in this particular case, there was a defect on the Payment Express side where a card was intermittently charged when an AVS failure occurred even though their API communicated to Tessitura that it was declined. They were able to fix the issue.
I don't think we are experiencing any major issues right now with Tessitura v14.1.5 and Payment Express (unless there is a new issue that isn't on our radar yet). I would suggest opening a ticket with Payment Express on the problem you are seeing. I hope it can be resolved quickly!
Thanks so much David, for the response. We have opened a ticket with Payment Express, but will also remind them of your problem, although I'm not sure its the same issue. I believe both Payment Express and Tessitura were showing declined but it still went through to the Bank. We're not really sure if this is a processor issue, which is First Data, or a Bank issue or something else. At this point I also don't know if its happening with all declines or just some of them. It has happened to "a handful" according to our Ticket Office Director and all, so far, have been since our upgrade to V14.5.1 last Thursday. We also have a ticket into Tessitura.
Good to know. We have a call with Tessitura, Payment Express and our bank tomorrow to resolve this very issue. It's been a frustrating one. We are on 12.5.1.
Hi Amy,
Did you get it resolved? We have a call with three parties, Payment Express, First Data and Tessitura this coming Monday 9/17, unfortunately it was the earliest all parties could get together. I'm curious about your situation because you are on V12.5.1 and we thought this started with us when we upgraded to V14.5.1. Did you by any chance recently ask Payment Express to turn on AVS on their end? That is the other possibility we are looking at. Shortly before going to V14.5.1 our bank recommended we contact Payment Express and have them turn on AVS. So were not sure if the problem started then or with the upgrade to 14. If you problem is resolved I would love to hear what they found was the cause.