I'm so sorry if this has already been answered.
A customer attempted to use a remaining $14 from a Tessitura Gift Certificate and then attempted to pay the remaining balance on that new order with a credit card on our TNEW portal. Unfortunately, the credit card was declined and she walked away from the order. She contacted her credit card issuer and resolved the issue later that afternoon. She then returned to the TNEW website and attempted to resubmit her Gift Certificate balance for partial payment along with an alternative credit card. However, the Gift Card now shows a balance of $0.
We are unable to see the $14 charge in Tessitura and I can't locate any orphaned payment records, locks or holds (I'm sure I'm overlooking them!)
How can we free up the Gift Card balance? THANK YOU!
For the balance, use the Gift Certificate Details report in the Finance folder.
Otherwise, it is also possible that the gift certificate is LOCKED (the system thinks it is still being used in an order). Once your web batch closes for the day, it will generally be unlocked. Although, they sometimes remain locked. I checked last week and we had 16 with a mirror lock. I then waited an hour and reran the SQL statement and confirmed the same 16 were still locked. Finally, run an update statement that changes the mir_lock column for those gift certificates to 0 (unlocked).
Tell your CRM Administrator (or other that knows and has access to SSMS) to look for any gift certificates in T_GC with a mir_lock <> 0. If it does not equal 0, then the number listed is the batch_no of the order that locked it.
Neil
Thank you for your help, Neil! We had followed these steps. The mystery here is that the Gift Certificate Details report correctly shows the $14 remaining balance and shows no indication of it being held/used. The record in the T_GC table is also not locked (mir_lock = 0). We cannot identify how Tessitura/TNEW is determining that the credit is not available. We have already told the customer that we *believe* Tessitura will release the hold in 24 hours, but the customer was eager to place her order before tickets are sold out, so we've created a new GC with the outstanding balance. But, we would love to know what's happening behind the scenes here to release the funds next time. THANK YOU!
If you use TNEW, seats/tickets are kept in an order for 20 minutes (unless this can be changed T_DEFAULTS?). Maybe the guest attempted to use it again before the 20 minutes was up. In this example, it would have the mir_lock <> 0 at the time they attempted to use it. However, you then look at it later and then the mir_lock = 0 (not locked)... or there are some gift certificate demons messing with you. :)
Thank you again, Neil! We're now thinking that the customer may be somewhat confused in regards to the timeline! The repeated attempts to purchase were not hours apart - but, more likely within that 20 minute timeframe you referenced. Many many thanks for your sage advice and guidance!
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