Does the double charge actually show up in the patron’s Tessitura record? I believe we have instances where Transcend will show two transactions, with one of them as Void, if for example, someone selects cancel instead of process during a sale, and then tries a second time, or if some other “glitch” occurs in the processing. We then double check the Tessitura income against the deposit amount for the day to make sure the card wasn’t actually charged twice.
Penny Tabor
IT Manager
Midland Center for the Arts
Midland, MI 48640
From: Tessitura Technical Forum [mailto:forums-technical@tessituranetwork.com] On Behalf Of Natasha Purkiss Sent: Friday, April 26, 2013 11:21 AM To: Tabor, Penny Subject: [Tessitura Technical Forum] Transcend - what is the 'host capture' setting in Tess?
Hello all,
We have had an instance where a patron has been double charged – however in Transcend it shows that one of these charges was voided. I contacted Intrix support and they said that there is a host capture setting in Tessitura that needs to be set to ‘yes’ so as to allow Tessitura to send a credit instead of a void.
Upon looking through T_DEFAULTS and documentation I can’t see anything that relates to a ‘host capture’ setting. Is this called something different?
Also, what is the best way forward in refunding this customer if for us it shows as voided? Does anyone know of a way to release this money back to the customer?
Thanks,
Natasha
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