Good morning friends!
We had our first experience with missing orders from a Windcave transaction. We use an in-house EMV WIndcave device, and discovered yesterday that it will sometimes process the payment, taking the cutsomer's money, and hen not communicating to Tessitura about completeing the order. It so far has happened twice, within a couple days of each other, and we are now worried there might be others we just don't know about yet.
Has anyone experience this phantom payments? Have you found any way to find other payments that this could have also happened to? Or is there any work around to prevent this from happening again?
Thanks!
Shannon Huntley, Tulsa Ballet
Hello,
You all probably are already aware of this but thought I would share.
Are you all using Hosted Payments with Windcave? I ask because we experienced this issue in the past as well where there was an improper setting on the Windcave side. Basically when a patron enters their payment and selects submit, it should automatically redirect them to the TNEW confirmation page. However if there is a miss with the below setting, then there is an extra page that the patron sees that they would need to click through. See below from the TNEW help site.
Disable the Result Page (Skip Page 2). In the Windcave Payment Manager application, review your Custom Hosted settings for the Result Page. For TNEW to properly process orders, you must check the Disable the Result Page (Skip Page 2) check box. This hides the transaction results page with the "Next" button.
If Page 2 is not skipped, customers who do not click "Next" on the results page will not be redirected to the TNEW confirmation page, which results in credit cards being charged and incomplete orders in Tessitura.
Not sure if you all already checked this setting.