Hi,
Our ticketing people have found that sometimes ticket orders are entered then closed instead of being saved. Since this results in no ticket being sold, they want to be able to determine which constituents this has happened to. Does anybody have a method they use to report on these cases?
Thank you,
Jeff
Nicole has the right definition. What we think is happening is that agents are clicking CLOSE instead of DONE and it’s canceling out the order. Is there not a financial way to track these? The cards get authorized and then canceled so it would seem that it would be tractable…..
~Ginger M
TPAC - Ticketing Manager
desk 615.782.4063
cell 615.473.0027
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From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Nicole Keating Sent: Tuesday, March 29, 2011 9:03 AM To: Ginger Muse Subject: RE: [Tessitura Ticketing Forum] Identifying unsaved orders
I know what Jeff means…he means the “OH &%$!” seats you know when you hit Cancel instead of Done. Unfortunately, I don’t think there is any way to find those.
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Michal Obuchowski Sent: Tuesday, March 29, 2011 9:23 AM To: Nicole Keating Subject: Re: [Tessitura Ticketing Forum] Identifying unsaved orders
Are you referring to 'locked' seats or 'unpaid' seats?
M.
From: Jeff Stahel <bounce-jeffstahel5025@tessituranetwork.com> Sent: 3/28/2011 3:11:14 PM
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Since the transaction is never committed, I think it is going to be tough to come up with an audit trail for that. I suppose that if the card is being authorized and released, you might find somethings in Transcend which could point you to the patrons. However, its going to be a fiddling and tedious process to tie it back to a Tessitura record since you don't have an order number or a constituent number in Transcend. Just the last 4 of the card, a zip code, and a name.
I'm not familiar with how Tessitura ties into Transcend, but in such situation, I would trawl through the t_cc_server_log table looking for A and D transactions (A for initiated and a matching D for reversed). Not much help, as there is little customer information tied back to this without the transaction committing, but you might be lucky and get the zipcode or name in line A.
Thank you everyone. It's looking like I may be able to gather enough information from t_cc_server_log so the people with missing orders can be found.
I appreciate all the input from everybody!