Multiple Credit Card Charges Online

We have had a few instances of multiple charges but only 1 additional charge. Not 6+ times.  Is Chase the patrons CC or is that your bank processor linked with Windcave (PaymentExpress)? If Chase is your bank partner/provider that is one major difference. We are not working with Chase as our bank processor. 

We have had reports just this week of weird charges happening to about 7 patrons so far. We had a large on sale last week.

We are using Windcave (payment express). Not 6 charges though. Pattern so far is three charges - one charge one refund one charge. The refund can take up to 10 days to be processed so patrons have been cranky. We have put most of this down to timing issues from the onsale traffic but we’re sifting log files and getting ready to send what we find onto support.

We we are on V15.0.7 and our cart is still using SOAP, we have not yet made the transition to REST for the website.

Are you on Px Pay? I watched a presentation by Sydney Opera  House at our regional user conf last year about fraud prevention and their implementation of Px pay, where they mentioned stranded payments occurring. I.e the charge was successfully processed in Payment Express, but nothing hit Tess. Reach out to them for more info.

Also Check your log files and query T_payment_gateway activity to confirm that no payments made it through.

Good luck with figuring it out.

Thanks, Stephen. I believe we are linked with Windcave.

This has been happening for us for some time now. 6 was way off. We've charges to one patron well over 6...

Thanks for your suggestion. I'll check it out.

Hi Chris,

If you haven't already, would you mind putting a support ticket in for this issue so we can take a look at this issue you have raised with WindCave hosted payments? What would be helpful is for you to provide examples (more than one) of the occurrence including the date/time of the order, the order number, the session key associated with the web session(s) and outline of any patterns you are seeing. 

Stephen Wuycheck (he/him/his) and Louise Davidson If you have similar examples please pass them along as well via support ticket. It is always helpful in our research for us to get as much information as possible from multiple organizations. 

Thanks!
Nara

Thanks, Nara

I have an open ticket right now where we have supplied examples. Hoping to hear back soon.

Best,

C

Windcave (PaymentExpress) needed to enable the ‘void’ functionality on their end and that seemed to resolve the issue. We haven't had any incidents since.

Windcave (PaymentExpress) needed to enable the ‘void’ functionality on their end and that seemed to resolve the issue. We haven't had any incidents since.