We have encoutered an issue with our online authorisation as outlined below:
Our bank indicates we have had 2 purchases and 2 refunds to a particular card, there fore $0 charged. In the constituent's file there is only 1 payment recorded. Therefore Tessitura says we have that $22 but the bank says we don't. The issue seems to be the payment screen in Tessitura, which after getting an authorisation code allows the payment screen to be exited without saving, or we suspect timing out.
Is anyone else familiar with this? and will this change ie a payment screen that already has an authorised payment can only be "ok'd" or saved would be better? Yes?
Hi - Have you looked at your Transcend reports? It could be that Tessitura had authorized the charge, but Transcend could be holding it up in Held Trans Pending. We've encountered this a few times.
Hope this helps...