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TMS FAQ

Kanani Reichlin
$organization

Hi All,

We are transitioning to TMS on Monday and I recently led a training for our users that resulted in some questions, which I had to pass along to our Tessitura Support person, Natalia.

I thought it would be useful to share those answers here, as I know many of you are TMS-curious. Smiley

Q: Is there a time limit on how long referenced refunds can be processed? 

  • A: No, unlike with WordPay and Windcave there is NOT a timeframe limit on Refund by Reference with Tessitura Merchant Services. The PSP reference for a transaction does not "expire" with Adyen.  

Q: If we are trying to refund someone and the original payment was a credit card that has been stolen or otherwise no longer valid, can we still do a referenced refund? 

  • A: If the original credit card account that was used for a transaction is no longer active, refund by reference would fail and you would need to refund the patron using an non credit card payment method, like cutting them a check.  

Q: When processing a payment using SDE, does the credit card get saved to the constituent record? 

  • A: Credit cards are not automatically saved to the constituent record with SDE or EMV transactions, the only way to save the credit card to the constituent record with SDE is by checking the "save credit card information" box in the payment window. This will save it to the Credit Cards radial button of the Transactions tab of the constituent record.  

Q: Is it possible to save a CC from the constituent screen/transaction tab? It appears that the 'add' button on that screen is now greyed out. 

  • A: Only users who have an EMV terminal associated with their workstation can save a credit card account by clicking the 'Add' button on the Credit Cards radial button of the Transactions tab of the constituent record.  
  • $organization

    That is awesome Kanani, thank you!

    Kanani Reichlin said:
    A: No, unlike with WordPay and Windcave there is NOT a timeframe limit on Refund by Reference with Tessitura Merchant Services. The PSP reference for a transaction does not "expire" with Adyen.  

    I don't know if we had to do anything special, but as a Windcave client currently we are generally able to refund purchases throughout the life of our sales/event cycle, which can be well in excess of a year; I'm under the impression that WorldPay is less helpful.

    Kanani Reichlin said:
    A: If the original credit card account that was used for a transaction is no longer active, refund by reference would fail and you would need to refund the patron using an non credit card payment method, like cutting them a check.  

    There are a couple of subtleties to this, and I believe they are universal, since they are largely dictated by the issuing bank rather than the processor:

    1. Card Account is not the same as card number, so if a customer has changed their number because of theft, but maintain the same account, typically you can still refund.  In fact, in some cases scheduled billing is able to continue.
    2. This is rare-ish, but happened to us more than once (that we know of!) during our Covid cancellation refunds.  When a customer fully closes an account, or believes that they have, the issuing bank does not always shut down the account for transactions.  This means that the supposedly closed account will accept refund by reference requests.  The bank happily takes the money, which the customer receives no notification of, cannot look up, and generally requires documentation from the payment processor (presumably looked up by you and then provided to them in some form) to petition the bank to have their money returned to them.  Be aware that this can happen, and be prepared for a lot of nuisance to run down the issue.  Certainly try to give your customers as clear a notification of the refund as you can provide, rather than a general blast of "Your money will be refunded some time next month!", which is what we did.  Ideally you'd send a confirmation email, but you'll need a custom one, as Tessitura doesn't provide anything that displays refunds out of the box.
  • $organization

    Your third point is not accurate.  It is not possible to save cards when using SDE.  


    With TMS cards can be saved to a patron record in one of 3 ways.

    - When using an EMV device, go to transaction tab >> credit card radial button, and add a card using the Add button on the bottom of the page

    - When creating a payment plan for an order or pledge, an EMV device must be used, and the card is saved when it is attached to the payment plan.

    - The patron elects to save the card online by either checking the save card checkbox or by selecting a payment plan for eligible items in their cart.


    To the best of my knowledge the "save credit card information" checkbox in the application payment window (Money Bag) is not an option for anyone using TMS.  There's never a point at which you would see that screen.  If you are processing via EMV, the card number is entered on the device.  It can be manually typed on the device, or swiped, or chipped, or tapped.  But you do not type a credit card number, into Tessitura at all.

    And as previously stated, if you are using SDE, there is not a "save card" check box.  (Unless there was an update after 15.2.35 of which I am not aware.)

    I recommend you look at the documentation for Payment Processing.  The topics for TMS all have very helpful photos.  Those subsections are "Credit Card Payments - EMV Payment", "Credit Card Payments - Keyed Entry (Tessitura Merchant Services Only)", and "Credit Card Payments - Secure Deviceless Entry (Tessitura Merchant Services Only v15.2.33)". 

    Here's a link to the documentation:
    www.tessituranetwork.com/.../Tessitura.htm

  • $organization in reply to Dana Hylton Calabro

    Hi Dana!  

    You are one point release off.  As of .36 SDE is magically able to be saved with the checkbox :-)

  • $organization

    I am loving this discussion!  We have at least one of our TMS contacts at Tessitura joining us at our September 22nd meeting.  We'll add more details to the Event once we have everything confirmed.  I hope to see some of you there to hear about the newest enhancements (fixes) coming in v.15.2.38!