Has anyone had any issues with phantom double charges happening with Vantiv? We've been encountering a situation wherein some customers say they've been double charged for a transaction, but we find no such double charging on the Tessitura side of things. Are there some logs I should check in Impresario that might show details of all information sent to Vantiv regarding these specific customers? I'm new to the actual charging side of things in Tessitura I'm afraid.
Thanks, Tessiturians.
Hey Matt,
This is a known issue (we have been experiencing this too with Payment Express). I would suggest opening a TASK ticket and reporting this.
- Chris
We run the "Incomplete Credit Card Transactions” report every day. The report output itself is near useless, but you can use some of the IDs to do SQL queries in SSMS that can give you some background. There are things it misses, but it does seem to catch 90%+ of duplicate charges and charges without a completed order.
Yes, I agree, open a task ticket. I believe there is an update they can do to help stop this. We run the Incomplete CC Transaction report" daily to help catch these. It has been happening for maybe a month +.
-Jessica
Sounds like it has been increasing over the past couple of months. We have experienced similar.
If you are on V15, I believe Tessitura added a temporary patch for V15.0.3 to help with this. It has something to do with the authorization and it timing out. Sadly, we have to hold our on Service Pack upgrade as we found a problem with one of the service packs and payment plans with TNEW. We have to wait for a fix for that before we can push the service packs to Live.
Chris, can you elaborate on the TNEW payment plan issue (I assume TNEW v6?) We are testing the 15.0.3 service pack right now but I will put a halt to it if it's going to mess up something else...
We have been having an issue with Payment Plans as well (it has put a a hold on our upgrade to v15; we are on TNEW v6). From what I understand they will be deploying a fix for the issue fairly soon (this week?--don't quote me). Basically the short less nuanced version is that v6 payment plans worked with the initial release of v15 but subsequent releases caused an issue wherein (at least for us) the payment plan would show at checkout but it wouldn't apply to the cart when chosen. Others may be having different issues with payment plans as well, but this is what we are currently dealing with. Happy to share more if you need the information.
-Michaela
Hi All!
We have the fix on test sites as of yesterday, and will be deploying the fix to production today or tomorrow based on testing. If you have v15 on your test sites, you can test it with your TNEW test site and verify the fix. Keep an eye on the releases group for TNEW to see when it is sent live. Thanks!
https://community.tessituranetwork.com/topical_groups/tn_express_web_releases/
Chris Szalaj
Thanks, everyone, for the quick replies!
Thanks for this update Chris.
Thanks for all of the replies, Tessiturians.
Quick [silly] question: Are we required to use Vantiv? It seems like a lot of our current headaches could be avoided by not having changed from Transcend to Vantiv. Are there other alternatives?
Thanks again.
You moved from Transcend because they're not a partner anymore. Your two options are Vantiv and Payment Express (in the US). I'm not sure of the relative merits of the two, but I know that this issue crops up at least occasionally for both of them (we're on Payment Express).
www.tessituranetwork.com/.../Payment-Processing