Discussions - Recent Threads

Pay by Link Products / Adyen

Frances O'Connell — Tue, 09 Apr 2024 19:35:53 GMT

Hi there!

Anyone doing anything creative with third party vendors to send secure payment links to collect payment/card info?

A member of our team (h/t Brian) found that Adyen has a solution (https://www.adyen.com/pay-by-link), although it is not a part of Merchant Services at this time. I see the concept on the TMS roadmap, but it looks to be down the road aways... (https://www.tessitura.com/support/roadmap/tessitura-merchant-services).

Curious if anyone is exploring this area.

Thanks!

Frannie

Calling all presenters for TLCC! There is still time to submit your proposal by April 10th.

Trini Ramos — Thu, 04 Apr 2024 14:06:09 GMT

Hello community!

The TLCC team is looking for more submissions in key areas like how finance departments use Tessitura.

If anyone is interested you still have a week to submit your proposal.

Thank you!
Trini

PS. I've copied this from an email and the formatting is off a bit. :-)

There’s still time! Submit by April 10

view in a web browser

Kristen, your participation matters!
Submit your session idea by Wednesday, April 10.

There is still time to submit a presentation proposal for TLCC Washington, D.C.

Do you wonder what topics you might present this August? Anything you are doing with Tessitura to make your day-to-day and season-to-season life easier is guaranteed to interest others. Nothing is too small or too grand to propose.

Below is a list of topics to inspire your session proposal. If any of these sound familiar, then we’d love to hear from you. And if you have an idea that’s not on this list, we're happy to hear that as well!

How...

Your education or finance department uses Tessitura
You've transitioned activities and roles to Tessitura v16
Your website provides self-service opportunities
Your group sales process was made more efficient

What...

Integrations you've built with your Tessitura system
HTML templates you've customized
Customer journeys you've created for your organization
Dashboards you've built using the Interactions cube
Successful strategies you've used to combat fraud and/or chargebacks

Proposals may include one to two presenters, either from the same organization or from different organizations. Presenters and panelists selected for community-led sessions will receive a 25% discount on conference registration.

We’re actively seeking speakers who identify as Black, Indigenous, Latinx, or a person of color; gender-nonconforming or LGBTQIA+; having a disability; neurodivergent; and other historically excluded identities.

Session submissions are due by Wednesday, April 10 at 11:59pm PDT. Selected presenters will be notified by Friday, May 15. If you need assistance with your submission or have questions about content or format, please contact us.

Submit your idea

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TMS and EMV devices off site

Jessica Bonanno — Fri, 29 Mar 2024 15:05:24 GMT

Hi there,

We are on TMS and have EMV devices. We do not have TMS secure deviceless entry. Are there any options for us to sell out of the application off site, like at a community fair? Looking for advice. Thanks.

Reliability of Verifone p400plus (TMS)

Henry Kelly — Wed, 27 Mar 2024 15:14:19 GMT

Hi All,

So I'm just trying to gauge if others are having the same experience as us when it comes to using the P400. We went live with TMS 5/1/2023 with approx 50 devices across all our consortium members. All the devices seemed to be fine for about 9 months. Then I started getting a couple where the wireless didn't work. Wired they were ok, but the wireless "icon" would not come on and it couldn't connect. We worked our a return with Tessitura for one of them so far. Now I've got one that's truly broken, it kind of boots up, then goes to a black screen and never comes back on. Working with Tessitura to see about replacing that one as well.

I'm wondering to what degree other orgs have been seeing problems, and if this "wireless stops working" problem is a trend among others.

Thanks,
Henry

The Dreaded "Stellard" Emails

Christopher Cuhel — Tue, 26 Mar 2024 13:24:12 GMT

Hey all,

I just wanted to give an update that I've had Tessitura apply a country block of India (since that is where the IP addresses for those accounts where originating) and have, so far (knock on wood), stopped the creation of those accounts. I'll update here in a while and let you all know if it's still working

- Chris

Reconciling Credit Card with AYDEN

Jenna Giguere — Mon, 25 Mar 2024 19:47:08 GMT

I am so sure this community has experience with reconciliation in tess with AYDEN, specifically credit card reporting. What are the best reports to use? Our accounting team has been having a heck of a time and I know there is a simple fix, although I have not been able to find the answers in the community groups. Thanks for any info!

FraudSight contacts for Worldpay

Trini Ramos — Fri, 22 Mar 2024 19:59:41 GMT

Hello! Thank you all for very active meeting today. Love all the participation and appreciate the Tessitura staff for attending and answering questions.

I'm following up on how hard it is to get ahold of anyone at Worldpay to discuss/sign up for FraudSite. We were using both until Nov 2023. The email we used to add cards to a trust/pass list was rscmerchantfraudconsultant@fisglobal.com. (Prior to that it was @worldpay.com, but I don't think that's working any longer.) The main person we interacted with at the end was Ruben Santiago, but he was more of a support person who helped us once things were set up.

Our contacts to set up FraudSight in August 2021 were the following:

Pete Lindquist - Leader Merchant Fraud pete.lindquist@fisglobal.com

Austin Griffiths - Fraud Prevention Analyst II Austin.Griffiths@fisglobal.com

Christian Deroche - Relationship Manager Christian.Deroche@fisglobal.com

Hope that's helpful. Thanks again!

Trini

SQL code to find IP Addresses of Potential Broker Accounts

Christopher Cuhel — Fri, 22 Mar 2024 16:19:41 GMT

Hello,

We recently got some SQL code to find IP addresses. We are using this to check accounts that are created that we feel might be a broker purchase. The code will look at every time they accesses the web so you can get each one. The web session table holds this data for 14 days so you won't see anything beyond that. We've already found the code helpful. I use https://nordvpn.com/ip-lookup/ to look up where the IP is located to compare to the mailing address. This isn't fool proof as a VPN could circumnavigate that but it's something.

SELECT DISTINCT s.*
FROM t_web_session_Session AS s
WHERE s.IP <> '::1' AND s.IP <> ''
AND s.customer_no IN (
XXXXX
)
ORDER BY StartDateTime;

The XXXXX is where you put the account number and you can comma separate it if you'd like.

- Chris

Will tomorrow's Payments & Transactions meeting be recorded?

Heather Fails — Thu, 21 Mar 2024 18:55:38 GMT

I hope so!

Thanks,

Heather

Paypal Payments UK

Matt Thorley — Thu, 21 Mar 2024 17:07:47 GMT

Hello everyone. My first post in this community, great to be here and hope this the correct place.

I'm just wondering if anywhere else in the UK has experienced any overnight anomalies with Paypal payments? We can see the orders create through our website but then taking the payment fails. Downdetector indicates paypal had a few reported issues last night but I can't see anything that indicates this in detail and I thought it would be good to reach out and see if it isolated to us or whether it is a wider issue that may be know.

Thanks.

Matt

Visa (etc...) Gift Cards and Refunds

John A. Moskal II — Tue, 19 Mar 2024 21:01:05 GMT

Hello All,

(Just FYI, we are not currently on TMS, though will be making our way there in the next 3 - 6 months.)

So, we just had a situation where we needed to cancel some performances and refund all tickets. Not the most fun, but well within the bounds of normal operation. Anyway, like most people, we typically refund to the payment method that was used to pay in the first place. Problem being, one of the orders was paid for using a Visa Gift Card. And, surprisingly, despite it supposedly being a non-reloadable card, it refunded successfully. So now we are trying to figure out A) what happened to that money and B) what we can do for that patron.

But this leads me to do my real questions for this group:

Is this usual? I cannot recall this happening before for us, and it would seem weird to me that the refund would actually process successfully. But what do I know?
Is there instead some way of identifying such orders before doing a mass series of refunds? I admit, I would have no idea how to begin such a search beyond maybe looking through the credit card table for the name on the card to say "Visa Gift Card", and that only if the patron actually bothered to enter that there.
Does anyone actually have any experience tracking down funds in this situation?
Is our future switch to TMS likely to alleviate/compound/do nothing/advance/enhance/simplify such situations?

I cannot imagine that this will be the last time we see a Visa (etc...) Gift Card being used to place an order that later needs to be refund. And I cannot imagine that the solution is to have messaging on our website that says "Please try to avoid using [such an option]".

Thanks for your thoughts!

John A. Moskal II

Reminder - Community Meeting this Friday 3/22 at 12:00pm EST

Trini Ramos — Tue, 19 Mar 2024 15:43:40 GMT

We welcome all to join our monthly meeting this Friday at noon EST. Adam Grigsby will be joining us from the Tessitura payments team! Thank you Adam.

For those of you who are new to our community, we use a Lean Coffee table format at our meetings where all attendees can submit topics and then we vote on them to determine our agenda.

We look forward to seeing you then!

Address verification questions

Jess Levy — Fri, 15 Mar 2024 19:55:16 GMT

Cross-posted from Admin and IT:

Hi
Has anyone recently turned on address verification for their credit card transactions? We are very close to turning this on but have one remaining question about tokenized cards - if their primary address is not their billing address, can you use a tokenized card? Do you have to enter the billing zip code in the payments screen? How does that work with auto-billing? If anyone has been through this transition and is willing to share their experiences, I would love to hear them!
Thanks
Jess Levy
San Francisco Opera
jlevy@sfopera.com

Where did the ip routing/network documentation go for Windcave EMV devices? I'm having trouble searching for the right things to find it.

Eric Oliphant — Tue, 12 Mar 2024 17:50:22 GMT

I swear the list of IPs to set up port forwarding with was somewhere... where'd it go?!

Idea link for TMS auto update Report

Christopher Cuhel — Tue, 12 Mar 2024 16:32:00 GMT

Here is the link to the idea I made for the auto updated credit card. Share far and wide to get it upvoted.

community.tessitura.com/.../merchant-services-report-to-get-accounts-with-auto-updated-visa-and-mastercard

TMS Auto Card Updater Report Interest

Christopher Cuhel — Tue, 12 Mar 2024 13:08:51 GMT

Hello all,

We have started the process of getting a custom report created that would let us know any accounts that had a Visa or MasterCard auto-update. We need this to help with our auto renew program and how we use attributes to help that. I wanted to see if there would be other interest in a report like this so that I can show Tessitura that this should just be a standard report they make available for everyone.

Let me know if you'd have interest in a report like this

- Chris

Merchant Services - Adyen

Heather Clark — Mon, 11 Mar 2024 19:32:50 GMT

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.

Merchant Services - Adyen

Heather Clark — Mon, 11 Mar 2024 19:32:27 GMT

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.

Merchant Services - Adyen

Heather Clark — Mon, 11 Mar 2024 19:31:17 GMT

This limitation highlights a critical need for adaptability managing refunds, particularly in light of the challenged 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.

Payment plan (order billing schedule) by first perf date variable

Jessica Keener — Mon, 04 Mar 2024 16:36:28 GMT

Has anyone set up an order billing schedule that uses 'first perf date' as a variable? We're looking to have a billing schedule that sets the last due date as [first perf date]+7, without having to manually enter that date by customer. Seems doable but I'm not able to find anything in the documentation or forums. Let me know if you have any suggestions.

Recurring Donors and Saving the Credit Card.

Seth Ghitelman — Wed, 21 Feb 2024 15:49:18 GMT

We recently converted to TMS. We were excited to have the ability to save credit cards for online recurring/monthly donor sign up. However, we have discovered that many donors are not checking the box to have their card saved. So we have to call them to get the credit card.

I am checking to see if anyone else has had this problem and what solutions they have used. We can add some text the payment screen but we can't make it conditional so the reminder text appears on every transaction.

Thanks in advances for your suggestions and thoughts.

Chargeback defense - secondary verification of orders?

Evan Cartwright — Tue, 13 Feb 2024 18:31:09 GMT

Hi everyone - we had a couple of chargebacks recently due to likely card fraud and it got me thinking about how to better defend ourselves. There were a couple of red flags we should have caught in retrospect (out-of-state buyer, higher volume of tickets), so I'm kicking myself a bit.

I am mulling the idea of working with our box office to institute a standard playbook for out-of-state orders that raise any suspicions (based on crossing a threshold of number of tickets, order amount, etc.). My thought would be to institute a new policy of trying to contact the named constituent in Tessitura via any contact info they provide when checking out. If we can contact them via phone or email, we try to get some sort of digital paper trail with them confirming their purchase within 24 hours (maybe a PDF for e-signature, in an ideal world), and refund the order if it can't be verified. And if it does look like fraud (the patron is unreachable, or the email/phone provided go to someone else entirely), we reject the order immediately. In the event an order is verified but gets charged back anyway, we would have a lot more to supply in terms of defense to try to beat the dispute.

A lot of this is predicated on the fact that we don't have too many orders like this, so it'd be a semi-manageable volume - I know not every venue would be able to. Out of curiosity, does anyone else have a go-to process, or boilerplate language or policies around verifying orders after the initial purchase? Just curious what the landscape is like. Thanks!

Payment Method Groups

Shelly Binkley (she/her) — Mon, 05 Feb 2024 21:03:36 GMT

What do Payment Method Groups actually do?

I see where they are set up in TR_PMT_METHOD_GROUP and I see where they are associated to specific payment methods, but what are they functionally doing? Where else do they show up and why?

New Reject Messages in TMS

Seth Ghitelman — Thu, 01 Feb 2024 12:32:18 GMT

We cutover to TMS last month and we are seeing an increase in rejected transactions. The reject messages are more varied than WolrdPay which were mostly of the rejections were "declined" or "stolen card" .We did transfer tokens from WorldPay.

Here is a list of the sample rejections

Refused

Blocked

Expired

Invalid CC #

Issuer Suspect Fraud

Not Enough Balance

Restricted Card

I am looking to see how other organizations are dealing with the less obvious rejections. I get Expired and Invalid CC#, but I am looking for methods for dealing with the other messages.

Have other people seen this issue with transferred tokens?

TMS Questions after our kick-off call

Christopher Cuhel — Thu, 18 Jan 2024 18:36:33 GMT

Hello friends,

My name is Chris and I am at Des Moines Performing Arts. We are a presenting organization/performing arts center. We recently had our TMS kick-off call and were made aware of some things we did not know about from our prior meetings with Tessitura about TMS. We are hoping that some of you fine people are at a presenting organization/performing arts center and can help us with these questions.

Here are some of the hurdles we need to overcome:

1. We learned that you cannot do a refund by credit card number, only by CCRef number and using the refund button. While this makes sense, we will also be having quite a few Broadway shows that tickets were sold through WorldPay that we may need to refund and we do not want to issue checks (because of the liability of waiting for guests to cash them and for the customer service that that is not). Have any of you found any ways to overcome this?

2. We learned it is recommended that all returns/refunds/exchanges are done in the original order. We do not currently do this (for a myriad of reason) and trying to wrap our head around how this would affect reporting (as it's already very difficult to report on refunds and exchanges). If you are like us, and have done exchanges, refunds, and returns in a new order, could you share your process for changing to everything in one order and any bumps and hurdles you experienced?

3. We currently have our credit cards setup (for controls and reporting) so that there is credit card payment method for each way to buy (phone, internet, window/in person). We do this because it is a very easy way to do settlements with our presenting organizations, especially touring Broadway. If you also had your credit card setup this way, what hurdles and bumps did you run into for reporting and settlement with this new behavior?

4. We learned that on one-page giving for TNEW, credit cards are not save automagically if the guest is signing up for sustaining giving. Instead, we have to call the guest to get that same credit card to enter into the payment plan that is the sustained giving. Have any of you found ways to overcome this? We don't see this as donor friendly and would definitely be more work for our Devo staff to make sure they call and get those credit cards.

Thank you everyone for any and all answers.

Discussions - Recent Threads

Pay by Link Products / Adyen

Calling all presenters for TLCC! There is still time to submit your proposal by April 10th.

Kristen, your participation matters! Submit your session idea by Wednesday, April 10.

TMS and EMV devices off site

Reliability of Verifone p400plus (TMS)

The Dreaded "Stellard" Emails

Reconciling Credit Card with AYDEN

FraudSight contacts for Worldpay

SQL code to find IP Addresses of Potential Broker Accounts

Will tomorrow's Payments & Transactions meeting be recorded?

Paypal Payments UK

Visa (etc...) Gift Cards and Refunds

Reminder - Community Meeting this Friday 3/22 at 12:00pm EST

Address verification questions

Where did the ip routing/network documentation go for Windcave EMV devices? I'm having trouble searching for the right things to find it.

Idea link for TMS auto update Report

TMS Auto Card Updater Report Interest

Merchant Services - Adyen

Merchant Services - Adyen

Merchant Services - Adyen

Payment plan (order billing schedule) by first perf date variable

Recurring Donors and Saving the Credit Card.

Chargeback defense - secondary verification of orders?

Payment Method Groups

New Reject Messages in TMS

TMS Questions after our kick-off call

Kristen, your participation matters!
Submit your session idea by Wednesday, April 10.