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?
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.
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.