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Multiple Credit Card Charges Online

Former Member
Former Member $organization

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

Parents
  • $organization

    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.

Reply
  • $organization

    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.

Children