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Recurring Transaction Trouble - Declined and incorrect frequency

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  • Recurring Transaction Trouble - Declined and incorrect frequency

    Hi there,

    I've received a number of email notifications from clickandpledge.com regarding a declined transaction from one of our recurring monthly donors. I've logged into the portal and confirmed that the transaction is set to recur monthly with the next payment in late July.

    The alarming thing is that the email shows the charge frequency as being "weekly" instead of monthly. Also, no charge should occur until late July, so I'm concerned that an attempt to charge is happening now.

    Your help to troubleshoot and resolve this issue would be most appreciated.
    -Anna

  • #2
    Good day Anna,

    Would you please post the order number of the first name and last initial as well as the date of the declined transaction so we can review the transaction.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Richard D
      Order Number: 1362555037934342
      Next scheduled payment: 6/25/2013

      and from yesterday

      Order Number: 1362432429434342
      Next scheduled payment: 6/24/2013 3:24:29 AM

      Comment


      • #4
        Hi there,

        Could someone follow up with me regarding this thread? I would like to know the source/cause of the declined transaction email notifications.

        Thanks!
        Anna

        Comment


        • #5
          Anna,

          We had to do a great deal of research to figure out what is going on. Here is the final answer:
          • Declined transactions: The transactions had triggered fraud detection when was originally set and as a result all subsequent transactions were being failed. The donor has to submit the transaction again. We have requested the ban to be lifted.
          • Weekly versus monthly: We have identified a bug in the email that is being sent out by the recurring engine. Under certain condition (this specific case so far) the period is being sent wrong with the email that is sent. The transaction was set correctly as monthly and will be charged as monthly- the email text that is being sent is wrong and will be corrected.

          The transactions referred in your email will NOT run anymore as the original was blocked. The second time it should not have ran but it did which also resulted in the incorrect email being sent to you. Sorry for the confusion but identifying this had taken a lot of research trying to figure out what is going on.

          Please ask the donor to submit his donation again.
          Regards,
          Click & Pledge Support Department

          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

          Join us @ the educational webinars: https://clickandpledge.com/webinars/
          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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