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.
Yep! Windcave has all recommended settings.