Element Reconciliation

I have, Amy.  For about 8 months.  I put in a TASK ticket yesterday and was told that they may need to update the report itself.  I’d suggest checking in with them.  Good luck!

Jessica

Jessica Damrow Sherman

Assistant Ticket Office Manager

The Performing Arts Center

Purchase College

735 Anderson Hill Road

Purchase, NY 10577

914.251.6214

jessica.damrow@purchase.edu

From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Amy Lehman
Sent: Friday, January 15, 2016 10:59 AM
To: Damrow, Jessica <Jessica.Damrow@purchase.edu>
Subject: [Tessitura Ticketing Forum] Element Reconciliation

Has anyone been having issues with Element Reconciliation? double charges, things that don't match up with no explanation, etc. 

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

We had some problems previously, but since moving to v12.5, all transactions with Element have worked fine.

Susan Carey

Visitor Services Manager

600 Main Street, Hartford, CT 06103

(860) 838-4076

From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Amy Lehman
Sent: Friday, January 15, 2016 10:57 AM
To: Susan Carey
Subject: [Tessitura Ticketing Forum] Element Reconciliation

Has anyone been having issues with Element Reconciliation? double charges, things that don't match up with no explanation, etc. 

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

Hi,

The Science Museum has had a few problems with orders that, for network or other issues, abort after an authorization for payment is completed, but prior to saving the order. The credit card processes but there is no corresponding order in existence. The order is redone, and of course paid out, and we end with a double charge.

It’s fairly rare, a few per month, but of course just one is a problem for the customer. Our accounting department monitors with the Incomplete Credit Card Transactions report. We are also setting up a payment method for the redone order. Our accounting department can then reconcile the orders with the credit card statements. Not pretty or efficient but it works.

Hope I understood you right, and this helps.

Ray

From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Amy Lehman
Sent: Friday, January 15, 2016 9:57 AM
To: rbernard@smm.org
Subject: [Tessitura Ticketing Forum] Element Reconciliation

Has anyone been having issues with Element Reconciliation? double charges, things that don't match up with no explanation, etc. 

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

Yes. We have been working with Tessitura to get this resolved. 

Trudy Guest, System Administrator

Salt Lake County ArtTix

385-468-1028

From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Amy Lehman
Sent: Friday, January 15, 2016 8:57 AM
To: Trudy Guest
Subject: [Tessitura Ticketing Forum] Element Reconciliation

Has anyone been having issues with Element Reconciliation? double charges, things that don't match up with no explanation, etc. 

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Ticketing Forum. You may reply to this message to post to the Ticketing forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

WOW – this thread is interesting, we thought it was just us.  We had at least $35K of incorrect duplicate charges with some customers being charged up to 4 times.  We thought it was our web integrator (they thought it was them too) but if multiple people with multiple web integrators are having the same issue, then perhaps this is something the network needs to address with Element.

I can’t tell you the hassles and bad customer service problems (and COST of ~3% fees for every bad charge and charge back, plus bank charge backs to people who we have already refunded) and staff man-hours it has taken to solve in and it still isn’t totally solved.  It has been really horrific.

We seem to have it stopped for now, but we are pushing forward to 12.5 so glad to see it is helping.

Jennifer Buzzell

Director of Marketing and Sales

SIGNATURE THEATRE

4200 Campbell Ave

Arlington, VA 22206

571 527 1830 direct

buzzellj@sigtheatre.org

I would suggest that any organization having problems with Element (such as reconciliation issues or duplicate charges) should submit a TASK ticket in the User Support Tickets workspace so that Support can assist you in troubleshooting the issues.

Bob

WOW – this thread is interesting, we thought it was just us.  We had at least $35K of incorrect duplicate charges with some customers being charged up to 4 times.  We thought it was our web integrator (they thought it was them too) but if multiple people with multiple web integrators are having the same issue, then perhaps this is something the network needs to address with Element.

I can’t tell you the hassles and bad customer service problems (and COST of ~3% fees for every bad charge and charge back, plus bank charge backs to people who we have already refunded) and staff man-hours it has taken to solve in and it still isn’t totally solved.  It has been really horrific.

We seem to have it stopped for now, but we are pushing forward to 12.5 so glad to see it is helping.

Jennifer Buzzell

Director of Marketing and Sales

SIGNATURE THEATRE

4200 Campbell Ave

Arlington, VA 22206

571 527 1830 direct

buzzellj@sigtheatre.org