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Q: If we are trying to refund someone and the original payment was a credit card that has been stolen or otherwise no longer valid, can we still do a referenced refund? 

  • A: If the original credit card account that was used for a transaction is no longer active, refund by reference would fail and you would need to refund the patron using an non credit card payment method, like cutting them a check.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