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 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.