• Replies 15 replies
  • Subscribers 335 subscribers
  • Views 822 views
  • Users 0 members are here
Related

Payment Express charges

Christopher Cuhel
$organization

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

Parents
  • $organization
    From previous conversations I’ve had with network developers it’s my understanding that this behavior is by design.
     
    In my humble opinion that this design is flawed.
     
    Once a transaction has been initiated, the application should never remove evidence of that fact.  It should become a permanent record.  There should be methods to reverse the transaction resulting in additional transactional history indicating what had been done.  But the original data should never be changed.
     
    There are other areas within the Tessitura application where this same philosophy comes into play and the state of a transactional record is modified in a way that changes the original detail rows in the database.  This simply shouldn’t be done.  A new record should be created reversing the state of the transactional data and creating a historical record of the changes.  This is especially true with financial transactions.
     
    If it were possible to build the communication interface to the payment process in such a way that modification or deletion of a payment transaction within the Tessitura database was only done when the corresponding action within the payment processor’s system was also completed with 100% certainty, then perhaps altering or removing the original transactional record from within the Tessitura database would be acceptable.  But, it’s clear that 100% certainty is not being realized.  Therefore, the original transactional record within Tessitura should not be changed. 
     
    Just my opinion.
     
     
     
    From: Susan Carey <bounce-susancarey3475@tessituranetwork.com>
    Sent: Wednesday, April 25, 2018 7:18 AM
    To: forums-technical@tessituranetwork.com
    Subject: [Tessitura Administration & IT] RE: [Tessitura Administration & IT] Payment Express charges
     
     
    This scenario – that the Cancel button deletes the transaction in Tessitura – has been a problem for us, in a different way. If the order is cancelled, eventually the credit card processor (Vantiv) cancels (reverses) the charges, although it can take 24 hours. It’s upsetting to customers who can check their charges and balances on their phones, and don’t see the cancellation immediately show up. From Tessitura, the credit charge receipt has already printed. We can’t print a cancellation or reverse (refund) charge statement because the Order number and transaction was deleted in Tessitura. It’s not traceable. Staff are trained not to use the Cancel button, but it still happens occasionally.
     
     
    From: Terry Stevens [mailto:bounce-terrystevens8563@tessituranetwork.com]
    Sent: Wednesday, April 25, 2018 8:02 AM
    To: forums-technical@tessituranetwork.com
    Subject: RE: [Tessitura Administration & IT] Payment Express charges
     
     

    If someone processes a credit card in Tessitura on an order and then selects the Cancel button rather than the Done button the payment will be deleted in Tessitura but still go through to the credit card processor.  This could be the cause of charges not showing in Tessitura but showing up in Payment Express?    Tessitura pops up  a warning message when a staff person attempts to click cancel on  a payment transaction order but some staff will click through the messages without reading them.   This has happened to us several times. 

    View online
     

    You received this notification because you subscribed to the forum.  To unsubscribe from only this thread, go here.

    Flag this post as spam/abuse.
     

    View online
     

    You received this notification because you subscribed to the forum.  To stop receiving updates from only this thread, go here.

    Flag this post as spam/abuse.
     
Reply
  • $organization
    From previous conversations I’ve had with network developers it’s my understanding that this behavior is by design.
     
    In my humble opinion that this design is flawed.
     
    Once a transaction has been initiated, the application should never remove evidence of that fact.  It should become a permanent record.  There should be methods to reverse the transaction resulting in additional transactional history indicating what had been done.  But the original data should never be changed.
     
    There are other areas within the Tessitura application where this same philosophy comes into play and the state of a transactional record is modified in a way that changes the original detail rows in the database.  This simply shouldn’t be done.  A new record should be created reversing the state of the transactional data and creating a historical record of the changes.  This is especially true with financial transactions.
     
    If it were possible to build the communication interface to the payment process in such a way that modification or deletion of a payment transaction within the Tessitura database was only done when the corresponding action within the payment processor’s system was also completed with 100% certainty, then perhaps altering or removing the original transactional record from within the Tessitura database would be acceptable.  But, it’s clear that 100% certainty is not being realized.  Therefore, the original transactional record within Tessitura should not be changed. 
     
    Just my opinion.
     
     
     
    From: Susan Carey <bounce-susancarey3475@tessituranetwork.com>
    Sent: Wednesday, April 25, 2018 7:18 AM
    To: forums-technical@tessituranetwork.com
    Subject: [Tessitura Administration & IT] RE: [Tessitura Administration & IT] Payment Express charges
     
     
    This scenario – that the Cancel button deletes the transaction in Tessitura – has been a problem for us, in a different way. If the order is cancelled, eventually the credit card processor (Vantiv) cancels (reverses) the charges, although it can take 24 hours. It’s upsetting to customers who can check their charges and balances on their phones, and don’t see the cancellation immediately show up. From Tessitura, the credit charge receipt has already printed. We can’t print a cancellation or reverse (refund) charge statement because the Order number and transaction was deleted in Tessitura. It’s not traceable. Staff are trained not to use the Cancel button, but it still happens occasionally.
     
     
    From: Terry Stevens [mailto:bounce-terrystevens8563@tessituranetwork.com]
    Sent: Wednesday, April 25, 2018 8:02 AM
    To: forums-technical@tessituranetwork.com
    Subject: RE: [Tessitura Administration & IT] Payment Express charges
     
     

    If someone processes a credit card in Tessitura on an order and then selects the Cancel button rather than the Done button the payment will be deleted in Tessitura but still go through to the credit card processor.  This could be the cause of charges not showing in Tessitura but showing up in Payment Express?    Tessitura pops up  a warning message when a staff person attempts to click cancel on  a payment transaction order but some staff will click through the messages without reading them.   This has happened to us several times. 

    View online
     

    You received this notification because you subscribed to the forum.  To unsubscribe from only this thread, go here.

    Flag this post as spam/abuse.
     

    View online
     

    You received this notification because you subscribed to the forum.  To stop receiving updates from only this thread, go here.

    Flag this post as spam/abuse.
     
Children
No Data