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 there,
We have been on Payment Express since 2016 with 12.5. During our time on 12.5 we have had many of these issues and additional issues with the card readers and Tessitura communicating back and forth with each other. A few things we have done is disabled pins for European cards; this was found to have been a previous cause of freezing issues and a suspected reason as to why orders were not saving in Tessitura but their payment was processed. We also have to reach out to Payment Express to check our firmware as it does not automatically updated. When we do we also have to ensure they do not turn our pin transactions back on, which happens.
Now that we are on 14.1.2 one of our biggest hurdles was Tessitura switching the placement of the "Yes" and "No" buttons to accept signatures from the card reader. Declining the signature will put multiple charges on an account and leave a pending transaction on the guests account but it does not post. We check V_Payment_Gateway_Activity to see if staff actually declined the signature and/ or cancelled the transaction by not clicking "Finish" from Quicksale and to confirm how many times Tessitura thinks it charged the card.
We have requested Payment Express disable our "Accept Signature" process as our readers do not even have a signature pad and this is the most common error received. All of our guests that have called in with double charge complaints were mostly card reader errors or Signature Declined mistakes that left multiple pending charges. We have had one true double charge on an order. They have not yet agreed to do it for us but we are hopeful they will soon to allow us to continue our troubleshooting.
Thanks!