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
Hi Shannon,
We deal with this as well - we have a couple of these almost every month. Some patrons call us and alert us to a double transaction on their credit card statement, but otherwise we used to spend hours trying to figure it out through Tessitura. It's gotten way too laborious and time consuming, so I've been opening a Help ticket, and they've been pretty quick to help us find them. Sometimes I have to get in touch with Windcave first to get some additional information on the payments which I then pass on to Tessitura, so it's still a time consuming endeavor, unfortunately. Once we track down the patron, we refund them through Converge.