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
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.
Have you found any resolution to this? When a patrons card was charged, but there is no order/transaction reflected in Tessitura.
It depends. Normally we just then refund the charge from within Payline (the Windcave web app). If we have all of the order details we need, however, we can also rebuild the order and charge it to a special Payment Method created for these disconnects, which I've called "Payment Gateway Error".
More typically we use "Payment Gateway Error" when a refund has gone through successfully at Windcave, but has not been recorded in Tessitura.