We transitioned to Adyen in July 2023, and have been disappointed with the company thus far. In addition to sub-par reporting, Adyen imposes significant limitations on refund capabilities, with a cap of $5000, unless you pre-fund the amounts to your Adyen account. This cumbersome workaround process undermines the core benefits of engaging a merchant services provider.
This limitation highlights a critical need for adaptability managing refunds, particularly in light of the challenges posed by performance cancellations and other unpredictable circumstances. If we need to cancel an event due to weather or other unforeseen circumstances, we cannot wait 2-3 days to begin processing refunds because Adyen won't allow it unless the full amount is in our Adyen account. I am so grateful Adyen was not our processor during 2020 or 2021 because it would have been untenable. The lack of flexibility in Adyen's current setup prompts a reassessment of our approach to merchant services. Tessitura is aware of the issue and the challenges with Adyen. If you haven't made the switch to Tessitura Merchant Services, I would strongly recommend that you pause until the issues are addressed with the payment processor. Moreover, should there be an absence of significant improvement in service adaptability and responsiveness from Adyen, it would be prudent for Tessitura to reconsider its requirement that all organizations make the shift to Adyen. Allowing organizations the autonomy to select their merchant services provider would enable the selection of entities that are not only more aligned with their operational needs but also adhere to industry best practices.
Thanks Heather for bringing up this topic. First a small clarification: as others point out here, it isn't a fixed amount of $5,000 available for refunds but rather a $5,000 automatic float which allows you to refund that amount plus whatever income is processed on an individual day. Obviously as you point out this can impact situations where there are sudden performance cancellations, but over the two years we have only seen this impact day to day processing in two or three instances, one of which was obviously your situation. As you said, we are aware of the issue and are working on a longer term solution with Adyen to make this process smoother.
thanks for sharing that info, Chuck! I am curious, is the hope to have a longer-term solution with Ayden before support ends for Windcave/World Pay in Aug 2025? Thanks again!
It is certainly my hope but I want to be upfront in saying that it will probably not be a determining factor in the timing. As I said, we feel that we have a way to deal with the refund issue in most cases and there are many overriding benefits in moving to a more modern solution.
makes sense! I appreciate the response.
Thank you all for the feedback and the discussion.I just wanted to add one more point of clarification. We have recently extended our Worldpay sunset to August 2025, but there is not a planned sunset for Windcave.
Does that mean you do not plan to sunset Windcave, or that you do not have a sunset date at this time?
Thanks Shelly, I am wondering the same thing about Windcave.