Hi all,
Over the past month we've had a few transactions declined online however the payment has still been taken from the customer. Each time Tessitura returns a Declination Exception although not always the same error message. I've not been able to find any consistency and it's only very small number of transactions, however surely any card declination error should result in the payment being abandoned?
It's a long shot but has anyone else experienced this or have any idea what might be cause it and more importantly how to resolve it?
Thanks
Hello Huw,
In cases where a card is declined the card issuer or bank oftentimes places a hold on the account for the amount that was requested to be charged while it waits for the authorization for the charge to come through. Your Finance/Accounting Department should be able to confirm if the transaction was completed or if there is a hold on the transaction.
Additionally, the patron can call their card issuer/bank to verify if the charge has gone through. In some cases the card issuer/bank will request that the business where the charge was initially placed call them directly and confirm that the charge did not go through and that nothing was purchased. At that stage they can, and often do, release the funds back to the card holder.
Of course, should you find that this is not the case you can always submit a ticket in TASK and we would be more than happy to investigate further.
Thanks!Short