Help!

[dmaddocks]

I have been desperately trying to get some help and have submitted several help tickets but either nothing gets done or I don't hear anything back. I hoping trying a different avenue will do the trick.

I have 2 issues...

1) The first I first raised on January 2nd and it relates to donations not showing on reports. I was told it was due to a hardware failure and have been given several time frames that it would be fixed, all of which have passed and the issue remains unresolved.

2) The second issue relates to 2 recurring donations that just disappeared. Both were set up in December within about an hour of each other so I don't know if they were also impacted by your hardware failure, but we've already lost a month in giving already and they need to get restored as soon as possible. I first raised this issue on February 4th and have had no response what so ever.

I would appreciate any help and any type of communication would be appreciated at this point.

[CnP.Support]

Good day!

Answers to your questions:

1) All transactions were recovered and updated back in December and there are no more issues. Please send us the Order # and we will review your account. The order # should be on the receipts you should have.
2) Naturally payments don't just disappear. If they are not running it means they were declined at one point. Again send us the Order # of one of the transactions and we will review and find why they are not running.

Support tickets are typically within 24 hours and there is no backlog of support tickets. If you have a ticket number please send it and we will review your case history.

[dmaddocks]

I'm curious how tickets can be closed out without any communication with the person submitting the ticket. In any event, here is the additional information you requested:

1) Order #12121895438605466 still does not appear on reports (I just ran one to confirm.)
2) The recurrings that disappeared are order #1212090221193033009 and #1212090112000671216.

Related to item 1 check case #4093.
Related to the second one, I never received any reply to the multiple tickets I submitted.

[CnP.Support]

Good day!

We are still working on this issue and waiting for information from the processor. Unfortunately their office is in Kansas and considering the snow they are operating with minimum staff.

We will resolve these issues by tomorrow at the latest.

[CnP.Support]

Good day!

We have reviewed the entire transaction stream & have resolved the following:

1. Report: The order which was not showing in the report is now fixed and should appear in your report.
2. Recurrings: The 2 transactions that stopped after initial setup were declined internally after their first run. We can run them again if you want for January & February and they will be on schedule after the run. If you wish for them to be tried again let us know. Please note that if we run them now for January & February the patron will have 2 charges on their credit card for this month.

Please let us know how you wish to proceed & sorry for any inconvenience.

[dmaddocks]

Thank you so much for your help in getting these issues resolved!

1) I just ran a report and everything is included.
2) Yes, please run those two recurrings for January and February. I will communicate with them to expect two charges on their credit cards for the catch up.

Debbie

[CnP.Support]

Good day!

We just tried running the recurring transactions as you requested but they both declined again.

The decline message is General Decline.

You may want to call the donors/patrons and ask them to set up new recurring transaction using a different card.

Please let us know if we can be of more assistance.