So, WindCave's status page and incident reporting are distinctly less clear and less responsive than Tessitura's, but I'm reading this as an active incident that is now in it's sixth day with no update, further information, or resolution:
We use First Data, so this applies directly to us.
We have also had a number of incidences reported to us by customers of charges going through on a failed transaction. When we examine it in the WindCave portal, it shows as a voided transaction, and as far as I know we're not getting the money, but the customer can show us the transaction in their credit card history.
Is anyone else having these issues?
Update:
I missed this new line this morning (order of entries is counter-intutitive...):
"February 16, 2023 21:34 UTC[Identified] Windcave is continuing to work with FirstData to get the issue resolved as soon as possible."
So I guess some progress is being made?
Hi, we recently had an issue with Windcave/FirstData that sounds kind of similar to what you reported, but at the same time sounds a little different than what is listed as 'ongoing' on the Windcave status page.
About 2 weeks ago we started seeing transactions in Windcave that were Declined (followed by a Void), but these transactions were ending up in First Data as approved. Therefore we were receiving money from charges on our patrons' cards from FirstData for transactions that were declined in Windcave and weren't in Tessitura at all. We had to find them all and then manually issue credits to the cards in the First Data portal.
Windcave said this was due to an issue they were having where Voids were getting delayed being sent out, and therefore First Data wasn't receiving the Voids before their cutoff time. They told us that this Void delay issue was resolved on February 15th, and so we're currently monitoring our reporting from First Data to confirm that this is the case.
Anyway, this sounds kind of similar when you're saying that your patrons are seeing charges going through on failed transactions.
Just FYI: the WindCave outage reports here:
https://status.windcave.com/pages/incident/58e6ca0f5e3d3eed20000ce2/63debea8199ce205baf8fda9
This is exactly what we experienced, but it started on 2/4 and seemed to have finally been fixed on 2/12.
Also, anyone here know how to download a search from Payline as a CSV? The reports we have don't seem to allow us to search (or display) Transaction Type, which we need to find the voids, and the regular Transaction Search doesn't have an obvious "Download Results" button.
There isn't one that I could find. When we onboarded with Windcave 16 months' ago, I had them set up a special report that they just send to me each day. Usually I just archive them, but found them useful to import into SQL once this all started for us.