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.
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.