Announcement

Collapse
No announcement yet.

Cancelling a recurring donation

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • CBAMark
    replied
    The donor's name is: Karen C. donation created on 1/27/15

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    Before I answer the question please make sure to start a new thread next time. It is best to keep threads clear and self contained.

    As for your issue.

    May I have the first name and last initial of the donor?

    If the time search is not set correctly the recurring item will not show up. Once we know the name of the person you are looking for we will be able to find it and let you know how to retrieve it.

    Leave a comment:


  • CBAMark
    replied
    The donor chose recurring donation and their receipt is showing Installment 1 of 12. They want to change the donation amount for recurring monthly donation. I understand the process of "cancelling" the current recurring donation BUT this particular donor is NOT showing up on the recurring list to cancel it. Why not?

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    Cancelling a recurring will cancel all future recurring transactions. Procedure is shown below:

    - http://forums.clickandpledge.com/con...ng-Transaction

    If you wish to credit a transaction that is part of a recurring then credit the transaction but that does NOT cancel the recurring. Crediting a transaction only credits the transaction and does not cancel future transactions.

    - How to credit a transaction: http://forums.clickandpledge.com/con...-a-Transaction

    So let's say that a recurring runs today and the client asks you to cancel the future transactions and credit the last transaction. In this case you need to credit the transaction by looking for the Order Number and crediting it and then cancel the recurring by following the steps shown in the first KB article.

    I hope that helps. Please let us know if you need any further assistance.

    Leave a comment:


  • acperts
    replied
    I am having an issue with recurring as well. I can cancel the upcoming donation but does that cancel ALL future donations as well? I'd like to remove the recurring donation all together -- now and in the future.

    Leave a comment:


  • CnP.Support
    replied
    Good day @dmaddocks,

    Do you still have the problem? we have not heard back from you and would like to know if the problem still persists.

    Please send us the Order Number so we can investigate why you are having the issue.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    Would you please post the Order number for the transaction so we can review it.

    Leave a comment:


  • dmaddocks
    replied
    Trying to cancel a recurring donation. I run the recurring report, click cancel on the specific one, go to the next page and click cancel again, get the message the recurring was successfully canceled, but the recurring is still showing up on the active recurring list.

    Leave a comment:


  • CnP.Support
    replied
    Good day @JenBerger,

    The start date is important since the system needs to know which recurring. There are 2 ways to identify the order.
    1. Download all transactions by that person by giving it a very early date, e.g. 1/1/2008 and then locate the transaction
    2. Let us know the email and we will look it up for you.

    I am sure the first option will solve your problem.

    Leave a comment:


  • jenberger
    replied
    Hi -- I have the same problem. I'm running a report on a recurring donation to cancel and I can't find it when searching. Do I HAVE TO enter a beginning and end date for the recurring donation? What if I don't have that information?

    J

    Leave a comment:


  • CnP.Support
    replied
    Please note that the transaction to search for is NOT the last recurring but the MASTER recurring. You need the date of the original recurring and that is the one you can cancel.

    Are you using the date of the first recurring?

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    Would you please let me know the amount? Provide the following so I can locate the recurring:

    - Date
    - Last 4 digits
    - Amount

    the requested information is nothing specific to be shared and will help us locate the transaction.

    Leave a comment:


  • kdull
    replied
    Originally posted by Support.Department View Post
    Good day!

    I moved your post to the checkout page and administrative portal. The forum you had posted this to is for the API platform.

    To cancel recurring you may want to change the date for the transaction. Depending on the settlement date the transaction may or may not be found. Expand the search date and you will be able to find it.

    If you can't find it let us know your account number, date of the transaction and amount and we can try to locate it for you and show you how to find it.
    I left the date range as from 3/1/13 to today's date and none of the recurring transactions showed up in the report. The account number for our organization is 21589.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    I moved your post to the checkout page and administrative portal. The forum you had posted this to is for the API platform.

    To cancel recurring you may want to change the date for the transaction. Depending on the settlement date the transaction may or may not be found. Expand the search date and you will be able to find it.

    If you can't find it let us know your account number, date of the transaction and amount and we can try to locate it for you and show you how to find it.

    Leave a comment:


  • kdull
    started a topic Cancelling a recurring donation

    Cancelling a recurring donation

    Trying to cancel a recurring donation. When I run a search recurring transaction report nothing comes up. If I search for transactions I can see the transaction has been processed but it won't show in the recurring search tab.
Working...
X