In the last few weeks, we've had multiple orders where a charge was processed on the patron's bank and on our back end CC processor, but there is no order in Tessitura. We can't figure out what's going on. Has anyone else had this issue?
Hi Tess, we're having the same issue occur at my organization. We've only seen the issue happen with TNew sales, and not with phone or walk-up sales. Since June 2, we've had fourteen patrons report that their cards were charged, but that they never received a ticket confirmation. We were able to locate and refund all of these transactions in Worldpay, but we never found a corresponding transaction or ticket order in Tessitura. We're working with Tessitura right now to identify and fix the issue.
Thank you! I felt like I was going crazy. We were thinking it may have to do with Facebook logins or events. Did you notice anything relating to Facebook with your issues?
We've had the same issue. We put messaging up to not click the back button or use a credit card that we don't accept, but we haven't been able to find the root of the issue, besides guessing those might be it.
We don't have Facebook logins activated, so that wouldn't be affecting any of our transactions. We did follow up with the patrons affected, and a few reported that they saw an error message immediately after entering their credit card information and clicking "Purchase Now". However, none remembered the exact language of the error message.
Do you also have Worldpay?
Yes. We do!
Do you have TNEW and has your site been going into white label a lot recently?
We use TNEW, but I'm not sure what you mean by white label?
This has been happening to us for years. It usually occurs when someone goes to complete their order and their browser freezes up or closes out while the transaction is being finalized. I just assisted a patron with this very thing yesterday. We haven’t experienced a noticeable uptick in these incidents in the past few months, though.
How do you refund a patron when there is no order attached to the payment?
You have to process the refund through your credit card server.
Amber is correct. More often than not, the charge was intentional. In those cases, we set the patron up with the tickets they intended to purchase in Tessitura, charge the order to an internal payment method, and Finance balances things out on the back end.
We had this occur for a full day (our EOFY push) due to a Hosted Payment patch going awry. Chasing was a nightmare. Some went through and were banked. Some with records in Tessitura but a few without. All had voids in our payment gateway (Windcave). However a big ongoing headache is that the bank does not accept Void requests from Windcave under certain circumstances, eg: transactions abandoned at the hosted payment gateway both in TNEW and often in the client. We've had a full investigation of this for months and if it wasn't for Tessitura Support staff I'd be completely in the dark still. The bank has little idea what we are talking about but we found that there is a second payment processor between the bank and Windcave that may be the one making those choices to deny voids. The current thought is to get the bank to accept voids. I've been busy searching for records of the transactions in LT_TNEW_PAYMENT_AUDIT and V_PAYMENT_GATEWAY_ACTIVITY
Hello, yes we had this issue awhile back.
You will have to contact Windcave and ask them to disable the Fail Proof Result Notifications (FPRNs). Windcave also has to manually apply the Disable the Result Page (Skip Page 2). This bypasses the page after payment where they still had to click 'Next' to submit the order (which patrons were not clicking, thus resulting in payments with no orders). Skipping this page means both their payment and order is submitted with the one click. I was not able to do this in Windcave myself, so I submitted a ticket, but maybe your permissions allow you to. Hope this helps!