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?
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!