TNEW and Duplicate Payments with WorldPay

Hi Christopher

We are in the UK, use TNEW, have our hosted page with Windcave and are experiencing issues with payments  - 4 issues this week where the customer was charged 2x for the same order and issues since early October where the customer is charged but the order never makes it into Tessitura.  One the latter issue we are seeing in the logs that the sessionkey is being declared invalid and Tessitura is issuing a new one.  However the payment continues through the Windcave portal on the old session.  When it returns to Tessitura as payment successful, Tessitua rejects it because the session key does not match the new session key Tessitura issued.  

When I look in the web tables, I see the old session key and the new one but all the order details have the original session key.  Even though the cart had not timed out, the order was not moved to the newly issued session key when it was issued.

This has been escalated to Sara Nemeth.  I think they are struggling finding the root cause but believe it is a session sharing issue.  Our vendor Substrakt does grab the session key so the customer can move back and forth between our CMS and our TNEW sides of the website without needing to login to both but they use the Tessitura approved API method of grabbing the session key.

Where the customer is charged twice we know that 2 of the 4 had the first card declined but charged and the second card charged as well.  We are looking at the logs on those.

Regards
Roberta

Hi Chris,

We've been having the same issues you've described with TNEW and Windcave hosted payments for many months now. All settings are in place as per Tessitura's recommendations. We've been sending our log of specific transaction errors to Tessitura to research every few weeks to hopefully track down causes and implement a solution, but it's been slow going.

We've also had similar issues with our EMV Credit Card readers. This has been less common and we're in the middle of some changes that we're hoping improves our situation.

Hi Chris, Roberta, and Curt,

TNEW's integration with Windcave and Worldpay for hosted payment is important to managing sensitive data for transactions. But as you noted, there are times when errors, customer actions, or unexpected events can cause payments to be processed without a completed order or completed orders to be processed without payment.

We are always looking to strengthen TNEW's integrations with these providers. There are a few things that can happen leading to a customer having a new session while entering their payment details that are always good to check when using a Session Sharing integration or Worldpay:

• Be sure the URL you use for your organization's logo on the Hosted Payment Page is a valid URL.
• Check your references to external images on your TNEW site, they should be valid URLs. 

Regarding the integration with Windcave, with TNEW's upcoming 7.48 release (planned to be deployed to Test sites next week), we are planning to address a new issue where a transaction status is temporarily delayed while Windcave processes the transaction. Our support team is always the best spot to help diagnose any issues you may either hear about or find using the Hosted Payment Reconciliation report.

Paul

Paul - I have two questions:  1) our logo on the hosted payments page does not have any link, so I'm confused by your first point above.

2)  Is there any utility to be able to check all of our TNEW external images?  I know the TNEW admin only accepts https and not http - is this what you are referring to, or perhaps another target which is no longer there for some reason?

Thank you!

BWG

Hi Brian,

If you are a Worldpay user, there is a Branding Logo Url property shown on the Hosted Payment page under the Site Data menu in the TNEW Administration site. That URL should be valid.

Regarding the ability to check all of the images, unfortunately there is nothing automated to do the work. If your site uses a Session Sharing integration, a URL to an image that resolves an error page on your main site may cause a user's browser to receive a new session key. Allof your TNEW images should be hosted securely, with https:// in the prefix.

Let me or our support team know if you have any other questions, thanks,

Paul

We were having the same issues and a couple things seem to have fixed it (at least enough that I'm no longer hearing from the finance dept about it). 

1. credentials for the Windcave PxPost User in our Live TNEW Admin console were incorrect. This prevented TNEW from properly requesting Voids with Windcave and may result in payments in Windcave without corresponding orders in Tessitura (or multiple payments for one order). Windcave apparently sometimes updates these without telling anyone, so they won't match your system? 

2. people were creating new seasons without telling me, and they were not entered in the system table. I added updated Season IDs missing from the registration_active_seasons property in LTR_TNEWCUSTOM_WEB_DEFAULTS

Hope this helps.