Transactions not showing up for Credit or Refund

[dstoker]

I know it is probably a high volume day which might be part of the answer but we had some transactions today, Dec 31st, that the donors mistakenly submitted twice and would like us to credit one of them back but no transactions for today appear in search results when using the Credit Transaction search in the Virtual Terminal. The same transactions do show in the general report search as settled and mapped to Salesforce. Any indication of when these transactions will be available to credit back (within the day?)
Thanks

[CnP.Support]

Good day!

Transactions are posted in "real-time" and there is no delay in the posting. If a transaction has occurred and you have the receipt it should be in the system.

Please search for the order number and I am sure you will find it.

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

If you can't find it let us know and we will locate it and find out what is going on.

[dstoker]

Thank you. I am getting the same result (nothing for 12/31 in Credit Transaction search although visible in regular Report search).
Here are a sample of order numbers throughout the day to try, account 18016:
1312310141163712634
1312310348067542556
1312310702030843663
1312310938497171783
1312311239285321000
1312311336025999700
1312311402072733006

[CnP.Support]

Good day!

All transactions post in real time and if you don't see it in Salesforce it must have failed posting. You can always post it yourself to Salesforce. Here is a link:

http://forums.clickandpledge.com/con...rce-Error-Logs

also: http://forums.clickandpledge.com/con...-to-Salesforce

I reviewed your transactions and all show have posted to Salesforce successfully - based on what we see they must be in your C&P Data and if there is an error it must have happened in Salesforce. Please check C&P Data first and let us know.

[dstoker]

Thanks. Salesforce was not the problem. They all show in Salesforce as Opps, Transactions, and C&P Data, with no error messages in the C&P data that I can see. They also show in the C&P Admin Portal under "Account Info: Search and Download" as successfully transacted but they do not appear in search results under Virtual Terminal: Credit Transactions. When searching on Virtual Terminal: Credit Transactions by Order Number the message is "No Records Found" when searching with all blank filters except a date range of yesterday and today only yesterday shows up, no transactions for today and we've had a pretty steady flow of successful transactions today. While you figure it out is there any alternative way to credit back a transaction?

[CnP.Support]

Please let me know the Order Number for the transaction you wish to credit back so I research it. All the above transactions are to be refunded?

[dstoker]

Thank you for confirming, yes I only want to credit back transaction number: 1312310141232622634
None of the others.

[CnP.Support]

Good day!

Your transaction was credited today and the card holder should receive the reversal in 3-5 days.

We identified an issue with the credit section for December 31 and an update is currently under testing to resolve this. Sorry for the inconvenience and thank you for bringing it to our attention.

[dstoker]

Thank you.
And the 31st transactions now appear in the Credit section as of 3:20 pm EST.

[CnP.Support]

Good day!

yes- all servers are updated and the new fix is live.

Please see: http://forums.clickandpledge.com/showthread.php?t=1543

Please let us know if we can be of any further assistance.

[mannapa]

I am having the same problem now. Is this an issue every year? No transactions dated today show up in my search.

[CnP.Support]

Good day!

Sorry for the trouble- what is the order # so we can review it.

[mannapa]

I have three so far today -

Orders:
1412310224076471767
1412310737028623000
1412310754424407741

[mannapa]

I was able to find them by leaving the year in the "To Date" part. Using 2014, they will not show up. It must have to do with the date.

[CnP.Support]

Good day!

I reviewed your account and see no issues. Please see the following portal image:












I downloaded the report and see all 3 transactions:





so I am not sure why you are not seeing it. Is this what you are doing?