Hi - we've got a transaction that's in a held status in Transcend. It's a couple weeks old, so we'd like to contact the customer before we release it, but in the Intrix client there's no order number for it. Is there any other way to trace this transaction back to a customer account in Tess?
thanks,
Brian
Hey Brian -
You could do a search by the last 4 digits of the credit card in Tessitura and look at any orders that turn up. Most likely its a charge that was released in Tessitura and the hold wasn't taken off in Tessitura and should be no problem to release. The bank tends to release those holds automatically in something like 4-7 days depending on the bank, so it shouldn't make a difference to the customer. It won't be crediting their account or anything like that, just releasing a hold on the funds which if they haven't contacted you about it, probably don't even realize it has been done.
You could also do a search through transcend logs of that day (this can be a groaningly awful task, but can be done) and see where it shows up there and if it is connected to a Tessitura order/customer.
- Heather