For the past several months we've had a large quantity of transactions that appear in Windcave but not in Tessitura. Some of these are double charges in Windcave with a single matching transaction in Tessitura and others just don't make it into Tessitura at all.
We moved to both Windcave hosted payments in TNEW and the new EMV CC readers about a year ago and these erroneous transactions have been from both TNEW and POS. We've had these issues since that time but the volume increased dramatically since we opened up for more sales last spring. We've had roughly 15 of these issues a month for the past 6 months.
Tessitura has made some updates over the past couple of months to address these issues in TNEW and a Tessitura SP and that may have helped a little but our volume of these transactions hasn't really decreased. I've had a ticket open about this for quite awhile and Tessitura has been helping to troubleshoot this but I wanted to check with the community to make sure we're not the only ones with this problem and to see if anyone else has any recommendations on ways they've improved their situation or made reconciling these transactions easier for Finance.
Thanks
Have you double checked your Windcave settings? There's one setting that disables page 2 of the hosted payment...this means once the payment is entered they are automatically sent to the confirmation page on TNEW.
If Page 2 isn't disabled, then the patron has to confirm something and if they don't and close out of the browser instead, there's then a disconnect between hosted payment and Tessitura.
When our organization first began using Windcave to process payments for online orders we had this problem. In our case, it ended up being a redirect web address that wasn't set up properly. So payment was processed, but somehow it wasn't redirecting to Tessitura to complete the transaction. It was sporadic, as you described. I wish I had more specifics for you. Unfortunately, the Systems Manager who resolved that problem no longer works here. I do recall that when our Systems Manager contacted Tessitura and Payment Express, they were told (incorrectly) that where the website was redirecting could not have been the source of the issue. The Systems Manager's instinct ended up being correct, and it was informed by documentation. I hope this information can send you in the right direction.
Yep! Windcave has all recommended settings.
Hello! We had this happen as well. To fix, 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!