Hello,
We are experiencing a lot of declined credit card transactions online due to the address verification process when patrons are transacting on our website. This is becoming a real customer service problem as patrons are getting very frustrated with this and in turn a lot of potential revenue is left on the "table." This was originally implemented to try and thwart ticket scalping practices. We've contemplated eliminating the AVS all together, and were curious as to what others might be doing out there? Is anyone else experiencing the same problems? Thoughts and advice welcome!
Thanks!
Hi Amy! We're experiencing a simliar problem where we've got address verification turned on and patrons are changing their billing address during checkout because someone else is paying for the tickets, which then updates their primary address in Tessitura.We're considering restricting the website from updating the primary address, which means we'd have to turn off AVS. Did you end up turning off AVS? Curious what others do as well.
Hi Christina,
Yes, indeed we ended up turning it off. We did data analysis on the web cart and we confirmed that in fact, a lot of orders were simply not placed because of the AVS decline. In addition, customers seemed very angry sometimes when the tried over and over to buy tickets and were being rejected because of AVS mismatch.