eCheck transactions posted a month ago, funds haven't been received by our bank.

[CnP.Support]

Good day!

Have you contacted Transfirst regarding this? Our team is working with Transfirst on this issue and now we have a conflict.

This is a high priority item with our team as they are working with Transfirst's account team. Please clarify what stage you are in so we know what we should do. This has the potential to cause major havoc.

Have you resolved this issue with Transfirst?

Don't worry about the data - we can clean it up without any problems. eChecks / ACH are handled so differently across gateways that once we post it to the gateway we don't have any control over them. In your case you had posted them in a way not supported by the gateway and we have been working on resolving it with Transfirst. Once the issue has been resolved we can proceed with cleaning the data.

Please confirm what you have done with Transfirst and we should notify them to stop their review of your account?

[CnP.Support]

Good day!

Our accounts department has called you several times and has also sent you email regarding this issue.

They are trying to contact you so they can make sure the transactions are accounted for. It is important that you return their email / call.

Please let me know if you need any further information. To resolve this they need to talk to you.

[jscott]

Hello,

Sorry for the delay in responding. I have been in meetings since posting my question this morning. I do not know what number you are calling but I have not received any calls from you.

I contacted TransFirst for information. That is all. I don't even know what "issues" you are referring to. After learning late yesterday afternoon that one of our donors was charged twice, I needed to know who else was charged twice. I needed to reach out to our donors ASAP to let them know what to expect. I did not talk with anyone other than the nice person that took my call and answered my questions, namely:
1. Which transactions were declined and which one were processed on 2/15?
2. Which donors were double charged on Mar 15/16.

As for calling me, please let me know where I can post my personal phone number. I would appreciate any additional clarification I can get. I really need to understand why I was never notified about the 2/15 denied transactions. Are there any reports that give me this information?

[CnP.Support]

Good day!

We have been calling the main number that is on your account.

Please submit a help ticket to [email protected] and reference this post.

The accounts department is waiting for your response.

[jscott]

I'm the Salesforce Administrator. I am responsible for Click & Pledge administration. Our Bookkeeper opened the Click & Pledge account and she is responsible for reconciling our bank statements with Quickbooks. Perhaps your Accounts Dept has been emailing and calling her instead of me. My name is Jackie Scott and I am registered in C&P as an Administrator. Please let them know that I can be reached at [email protected]. Thank you.

[jscott]

Our Salesforce Organization ID is: 00Do0000000Xqqo. I have granted Click and Pledge login access for 1 week.

Thank you for offering to help us restore data integrity to both Click and Pledge and Salesforce. The following transactions were not processed by the bank and the account holders were not charged. In Click and Pledge and in Salesforce, they are shown with a Payment Status of "Authorized" and have their monthly recurring donation amount listed in the Total Charge field. Our requirement is to be able to print accurate donation totals.

The transactions that were not processed can be handled in one of 2 ways:
1. The transactions can stay in place, the Payment Status can be changed to "Declined" or "Denied", and the $ amount can be changed to $0.
2. The transactions can be deleted.
Data integrity is best served using option #1 but if you think it makes more sense just to delete them, I'm fine with that too.

CNP:1521519192742571257648
CNP:1521519134961477 99026
CNP:1521519141180190413567
CNP:15215192120841 14807
CNP:1521519205856537290548
CNP:1521519181992376 83864
CNP:152151925521955112508
CNP:152151991749117210051
CNP:152151972445156277038
CNP:1521519171258193021951
CNP:1521519244521311270719
CNP:152151925741404136988
CNP:1521519233764444934220
CNP:1521519252970561483538
CNP:1521519263678247815609
CNP:152151983211243495673
CNP:1521519265894369892582

Please let me know if you have any questions or concerns. Thanks for your help in resolving this matter!

[CnP.Support]

Good day!

In general when a transaction declines, which I agree has happened in this case, the following are set for the Transaction:

• Transaction will be set to Decline
• Opportunities will be set to the stage "Closed Lost" or as to whatever stage is set in the C&P Settings > Opportunity - this is true only if you are set for the opportunity to be created. In your case it is set NOT to create an opportunity when a transaction declines.

• Amount is left as the posted amount since it is essential to know what amount was posted and declined. For reference it is good to know what someone tried to donate when declined.

So to stay true to the normal behavior of the system in case of decline these transactions should have the following characteristics:

• Transaction set to decline
• Transaction amount stay as the posted amount
• All opportunities deleted

As you suggested we can set the amount to $0 but knowing how we deal with the declined transactions do you still wish for the amount to be changed to $0?

Please verify how you wish for us to proceed.

[CnP.Support]

Good day!

Progress report:

We have performed the following:

• Set all transactions based on the order numbers that were found to "Declined"
• Deleted all opportunities for transactions

The following order numbers were NOT found in our system. We searched your account and these order numbers were not found:

• CNP:152151918199237683864 - not found
• CNP:152151925521955112508 - not found
• CNP:1521519212084114807 - not found
• CNP:152151913496147799026 - not found
• CNP:15215199406314450028 - not found

If you send us the first name and last initial as well as the date & amount of transaction we can find the order numbers and perform the same actions on them.

Please let us know if you wish for the Transaction amount to be changed to $0.

[jscott]

Good morning. Thank you so much! The problem with the Order Numbers that could not be found must be related to the fact that there are spaces between some of the numbers. I have revised the Order numbers to reflect the blank spaces and have included first name and last initial as you requested.

The following order numbers were NOT found in our system. We searched your account and these order numbers were not found:

• CNP:1521519181992376 83864 - Hedevig C. (or Hedy) H
• CNP:1521519255219551 12508 - Glenn H
• CNP:15215192120841 14807 - Erin C
• CNP:1521519134961477 99026 - Christy B
• CNP:152151994063144 50028 - Bryce A

Best wishes.

[jscott]

I provided this information 5 days ago and no one has completed the clean up. Can you please do this today?

[CnP.Support]

Good day!

None of these transactions are found in our system. The order number: 152151918199237683864 is not in our system. We even searched for the name Hedevig and it does not show up in your account.

Please let us know the dates these transactions have taken place.

[jscott]

Perhaps you deleted them from your system but they didn't get deleted in SF. If you copy and paste each number to the Search box in SF, you will find them. Thanks for your assistance! I would delete them if I thought I could do it without creating a problem. Kamran said something about deleting them correctly.... a cascading effect.

[CnP.Support]

Good day!

Please let us know the dates these transactions took place and for how much.

We never delete items from the primarily database in Click & Pledge. We have deleted all your other transactions in Salesforce a while back but these transactions we can't find in Click & Pledge.

Please let us know the dates and the amount so we can figure out where they are in SF.

[jscott]

All of these transactions are in Salesforce with a 2/15/2015 closing date. They didn't process so they need to be deleted. You can see as much detail as I can by copying and pasting the order number to the Salesforce search box in our instance. Thanks for your assistance.

• CNP:1521519181992376 83864 - Hedevig C. (or Hedy) H - $250
• CNP:1521519255219551 12508 - Glenn H - $50
• CNP:15215192120841 14807 - Erin C - $25
• CNP:1521519134961477 99026 - Christy B - $75
• CNP:152151994063144 50028 - Bryce A - $25

[CnP.Support]

Good day!

We located all the transactions and performed the following:

• Changed the Transaction status to Decline
• Deleted the opportunities associated with the transaction since your setting is set for not creating opportunities in case of decline.

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