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Cybersource Reconciliation Issues

  • 1.  Cybersource Reconciliation Issues

    Posted 07-18-2019 13:43
    Hi all - we are having trouble reconciling the current reporting available in Cvent, what monies are passed over to Cybersource, and the data that is passed with the transactions. The names, dates, etc do not always match (ex. Registrant A actually group registered but used a CC with Registrant B's info... there's a mix of what is passed). Has anyone else come across this issue? Or have any documentation or tips? Other than going one-by-one (a headache when we have 2000+ registrations!).  Thank you!!
    #ReportingandInsights

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    Janie Gibson
    Events Project Manager
    ConnectWise
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  • 2.  RE: Cybersource Reconciliation Issues

    Posted 21 days ago
    Have you tried pulled the credit/debit report and adding some fields that will help you determine the person?

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    Kim Schechter
    Program and Administrative Manager
    Executive Director Inc.
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  • 3.  RE: Cybersource Reconciliation Issues

    Posted 20 days ago
    Edited by Steven Schlossman 20 days ago
    Are your time zones the same?
    We use PayFlowPro and offset the hours by 3 to match cvent reporting.

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    Steven Schlossman
    Jack of all trades. Master of none.
    BMW Car Club of America
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  • 4.  RE: Cybersource Reconciliation Issues

    Posted 18 days ago
    We have free events, so I don't have current experience, but in a past job I know that it was very common for our attendees to pay with someone else's credit card... so perhaps that information is correct?

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    Lori Wildman
    Senior Marketing Manager
    DuCharme McMilllen & Associates
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  • 5.  RE: Cybersource Reconciliation Issues

    Posted 17 days ago
    We have not had that issue. When we used PayFlowPro our account manager made sure everything reconciled prior to ever running a report on our own.

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    Andrea Johnson
    Contract Administrator
    Association of Communication Engineers
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  • 6.  RE: Cybersource Reconciliation Issues

    Posted 16 days ago
    Following! Is there a way to restrict payment email addresses to allowed email domains to try to cut down on some of the confusion? At least know what organization/company a payment came from?

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    Brenda Ainsburg
    Channel Program Manager
    brenda.ainsburg@siemens.com
    Siemens Aktiengesellschaft
    United States
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  • 7.  RE: Cybersource Reconciliation Issues

    Posted 16 days ago
    Hi Janie,

    If you use Cybersource, they should pass back into Cvent a unique identifier called a Transaction Reference Number or Reconciliation ID (in Cvent, it's called "Transaction ID"). This identifier is on their own reports and also in Cvent's Admin level transaction reports (I use Standard Reports (Classic) > Online Transactions). I would pivot on this field - Cybersource will show whose card was used, and Cvent will show what event it was used for and whose registration it covered.

    Thanks!

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    Katie McIntyre
    Manager, Technical Production
    Opus Solutions, LLC d/b/a Opus Agency
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