Hello! We've been having some issues with TNEW and Windcave since installing the most recent patch a few weeks ago. Basically, orders are being paid for on Windcave but not coming through into Tessitura. As a result, daily revenue numbers have not been matching and there are missing orders. We did some testing and figured out that with the new patch, payment is now being directed to a Windcave specific page and then re-routed back to TNEW. However, the payment confirmation page makes it look like the order is complete, and because of this patrons have not been hitting the "next" button to actually complete the order in TNEW. This is resulting in payments with no orders, which is causing significant problems for us. We are wondering if anybody else has encountered this problem, and if so, how are you dealing with it? Thanks!
Oh gosh! Can you clarify which version of Tessitura and TNEW you're running? I haven't heard anything like that here but we just switched to Windcave last month and I am about to go do my own reconciliation to be sure.
Hi Stephanie, We just switched over to Hosted Payment and version 15.1.14 and are also on TNEW and on the switch to Hosted payments we experienced this with two transactions. The first thing support asked was the following. We did have these settings correct and after checking everything it was determined it was a fluke. So far I have not heard word we had any more.
From Support: Could you confirm that the following has been configured in the Windcave Payment Manger application?
If not configured properly, this often can cause people to prematurely close their browsers instead of returning to TNEW to complete the order.
I should have added though that this caused us great concern and we are watching our batches very closely. I have not heard of any more issues in the past week. I would be curious to know if others too are experiencing this problem.
I just reconciled the last two weeks and nothing seems out of place, so I think we're not experiencing this. We are on 15.1.13 and on TNEW 7.
We are on 15.1.13 and 7.37.6.24 for TNEW. Glad this doesn't seem to be an issue for you!
Hi Terry, this is really helpful! Thank you! I'll look into these configurations. We added some wording to our checkout page, but we'd like to fix the actual root of the issue. I too am curious to see if others are experiencing this.
We have been seeing missing and duplicate charges in Windcave. Our reconciliation is off almost daily.
Hi Stephanie - Sorry to hear that you are having issues with Windcave on TNEW recently. Since it's payment-related, I would highly recommend opening up a ticket with our support team so they can help you troubleshoot the underlying cause. Just email them at hello@tessituranetwork.com!
Hi Manish, If you, too, are experiencing issues with Windcave on TNEW, I would recommend reaching out to our support team to help your troubleshoot. You can open up a support ticket automatically by just emailing hello@tessituranetwork.com.
Thanks Nara! Yes, we have an open ticket. Looks like it's being investigated for a little while now. But they are working on it.
Hi Nara, Thank you, I was able to make the changes Terry posted, and that has solved the problem!
Great! Glad to hear it Stephanie!
Hi Stephanie, did they ever find out the issue with this? We are experiencing the same exact thing currently. I have tickets open with Support and Windcave but was wondering if you ever received a fix.
Hi Terry. We are currently having this issue but can't find the Disable Fail Proof Result Notifications (FPRNs) in the Windcave Payline application. Is that something that is in the portal or did you have to go to Windcave Support to turn off. I see in the documentation they state its turn ON by default but doesn't say how to turn off.
Hi Justin, Yes, get a hold of Windcave, and ask them if the Fail Proof Result Notifications (FPRNs) are disabled.