• Replies 17 replies
  • Subscribers 417 subscribers
  • Views 375 views
  • Users 0 members are here
Related

Missing charges from Windcave

Stephanie Trembley
$organization

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!

Parents
  • $organization

    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?

     

    • Disable Fail Proof Result Notifications (FPRNs).This is required when integrating with TNEW, as payments that include FPRNs will be ignored.
    • Disable the Result Page (Skip Page 2).In the Windcave (formerly Payment Express) Payment Manager application, review your Custom Hosted settings for the Result Page. For TN Express Web to properly process orders, you must check the Disable the Result Page (Skip Page 2) check box. This hides the transaction results page with the "Next" button.

     

            If not configured properly, this often can cause people to prematurely close their browsers instead of returning to TNEW to complete the order.

  • $organization in reply to Terry Stevens

    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. 

  • $organization in reply to Terry Stevens

    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.

  • $organization in reply to Stephanie Trembley

    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! 

Reply Children
No Data