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SOS-Worldpay documentation

Kanani Reichlin
$organization

Hi All,

Our accountant has had a medical emergency and was the only person at our organization that knew how to look up double charges in Worldpay/Vantiv.  I have a login and have not been able to figure it out intuitively and have not been able to find documentation on their website for this.

We occasionally get web errors where the transaction was charged twice in Worldpay but only once in Tessitura so we have to reverse charges in Worldpay/Vantiv directly.

Does anyone have the documentation on how to do this?

I would be so appreciative!

Thank you,

Kanani

  • $organization
    Hi Kanani –
     
    We don’t use Worldpay here at the museum, but in our Payment Gateway we have to do the same sort of thing when we get double charges.
     
    Not knowing your Payment Gateway interface, I can only give you the general process that we use. Typically when this happens, we search the transactions by date/time period to narrow down the transactions to a select few. If one transaction is already in Tessitura, try running a report or filtering the payments at a time near the time the successfully recorded payment occurred. I would think you would be able to identify the duplicate payment by something like the last four of the card and/or the name of the payor.
     
    Once you locate the duplicates, determine which one was properly recorded by lining up the payment time (down to the second). At least in our case, you can then click on the payment that you think IS NOT the payment that was properly recorded in Tessitura to see the details of the payment. I’m guessing here but I would expect the Payment Gateway site would have a refund function inside the payment record. For us there is a tab that has a button that says Refund Payment.

    From there, we just follow the prompts to refund the payment back to the purchaser/payor.
     
     
    Sounds like there is a Refund function in the Merchant interface of the payment gateway.

    Hopefully, this is somewhat helpful. Wish I knew the Worldpay gateway and could instruct you exactly what to do.
     
    Phil Parks
    Museum Of Fine Arts, Houston
     
  • $organization
    Our World Pay/Vantiv has 2 websites.  Are you logged into the correct one?
     
    You should be able to look up transactions in this one in the Virtual Terminal.  You can filter by date range  It also has the ability to process credits, though I personally have not done that.
    www.coremanagementsystem.com


    This website is used primarily for reporting
     


     
    Thanks,
    Dana
     
     
    Dana Hylton Calabro | Director of Data Services | Atlanta Ballet | 404.873.5811 x 1104 | 678.613.7277 mobile
    dhyltoncalabro@atlantaballet.com | Michael C Carlos Dance Centre | 1695 Marietta Blvd NW | Atlanta, GA 30318
     
  • $organization in reply to Dana Hylton Calabro

    Hi Dana,

    Thanks for your help.  I have a login for accessmyiq and I am able to get to the virtual terminal from there.  I can see transaction in our box office merchant, but the web merchant is showing zero transactions even though there should be transactions there.  So it seems a big part of my problem is I maybe don't have access to the correct web merchant ID.

    Do you have any experience with that happening?

    Kanani

  • $organization
    Hi Kanani,
     
    What are you entering for the search criteria? In Vantiv, you’ll at least need to add an amount and it should be formatted like “210.00”
     
    I would also range the days to be at least one before and after.
     
    Zach
     
    --
    Zachary Laurence
    Assistant IA Officer for Operations, Reconciliation
    Institutional Advancement
    212 731 1252

    The Metropolitan Museum of Art
    1000 Fifth Avenue
    New York, NY 10028
    @metmuseum
    metmuseum.org
     
  • $organization
    We only have one merchant for all.  So, in my view TNEW and in-application transactions are all in the same place.  Sorry.
     
     
    Thanks,
    Dana
     
     
    Dana Hylton Calabro | Director of Data Services | Atlanta Ballet | 404.873.5811 x 1104 | 678.613.7277 mobile
    dhyltoncalabro@atlantaballet.com | Michael C Carlos Dance Centre | 1695 Marietta Blvd NW | Atlanta, GA 30318
     
  • $organization

    Hey All,

    thanks for your help.  I was able to get logged in with other credentials that had access to the correct merchant.  I found the transaction and have clicked on credit and am now getting this error.  Does that mean it was already credited?