We've had a recent spate of failed payment transactions where a payment is submitted and Tessitura crashes immediately after. The result is that there is not transaction in Tessitura, but the transaction is registered with our merchant bank. We're relatively on top of it, at least when it comes to double charges. But we've had a few cancellations recently, which has led to a large number of refunds. When there is a refund that goes through to the payment processor, but not Tessitura, we cannot reverse the transaction. Previously this was happening and the box office wasn't immediately following up with a second transaction, so we could just file the transaction into some throwaway payment method so that it would be logged in Tessitura. But recently we've had cases where there has been a double refund: basically we've just given the customer a hundred dollars or so extra. Does anyone have a best practice around dealing with accidental double refunds?
I've heard a lot about these kinds of problems in general in our community. However, I'm not hearing about the issues here. I'm wondering what version of Tessitura are you using? Who is doing the payment processing? (I'm asking to try to determine if I should be looking at this type of issue here?)
We're using Payment Express with v14.1.
I'm hoping that being on Vantive (or whatever their current name is) and Tessitura V15.0.4 is helping me. If I remember correctly V15 had a bunch of Credit Card Processing changes in it. Thanks.