Hi all,
Weekly, we are being contacted by some patrons claiming that they have been charged multiple times when trying to purchase tickets online. In some cases, they have been charged up to 6 times and without a transaction listed in Tessitura. In most cases, we confirm these additional charges with Chase and Payment Express and refunding through PX.
I've reached out to a few other users and they have mentioned that they are experiencing the same issue. If you are experiencing the same thing, please let me know. This is getting a little crazy now.
Thanks
Chris
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.
Thanks, Stephen. I believe we are linked with Windcave.
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.