We have an issue when running the Pledge Billing utility that we sometimes get declines due to an issue with the expiry date on the credit card. After contacting the patron, we realize that there is no issue at all with the expiry date and we have it exactly correct. A patron recently told us after contacting their bank that they can see our transaction attempt but the expiry date is going through with a completely different month than what we show in Tessitura.
We are with Windcave (Payment Express) and are currently on 15.0.5 - has anyone else come across a similar issue?
Hi Michele,
So you are aware, we are experiencing similar issues on 15.1.1 and Windcave. I actually documented a very specific example and have an open ticket on it. It's not with the pledge billing utility, although I wouldn't be surprised if we have run into it there as well.
Here is what happened in our case:
1. Patron successfully places an order on our website (i.e. processed via Tessitura/Windcave).
2. Patron attempts another order on our website, but types in an incorrect expiration date (for example, 0922 instead of 0923). The card is declined.
3. Patron attempts processing the order again on our website multiple times and types 0923 as the expiration, but Windcave shows that 0922 was used as the expiration. Card is declined.
4. Staff member is processing a phone order and uses this same card as stored in Tessitura - card is declined.
5. Staff member gets the card number from the patron and enters it in the payment window with the correct expiration of 0923 - i.e. the same card as what we had stored. This is also declined.
6. Staff member deletes the stored card from the customer's record, then attempts #5 again with the exact same card number. This time it works.
In all cases above, the same token was used - even with #6 when the card was deleted from Tessitura and reentered. Also, for #3-6, the T_PAYMENT_GATEWAY_ACTIVITY table shows that 0923 was the expiration; however, Windcave indicated that 0922 is what was used to attempt the transaction.
I'm not 100% sure where the problem is; however, the fact that deleting the card from Tessitura resolves the issue and that it is the same token after we reenter the card in Tessitura suggests to me that perhaps Tessitura updated the stored card in T_ACCOUNT_DATA with the incorrect expiration when the failure occurred and is sending the expiration from T_ACCOUNT_DATA rather than what is specified at the time of entry. If they are only updating T_ACCOUNT_DATA after a successful charge, it results in never being able to use the card until it is deleted (which is what we experienced).
Anyway, I'm going to see if I can look at a database backup before the card was deleted to see if the wrong expiration date is in fact in T_ACCOUNT_DATA.
Thanks,
David
Thank you!! We were having this issue as well, but hadn't yet determined the cause. One of our staff had entered an incorrect expiration date during a test purchase, and the card had continued declining after that point. After reading this thread, we tried a test purchase that was declined. Then I delete his token and he hit submit again. This time it went through.