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

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  • CnP.Support
    replied
    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.

    Leave a comment:


  • jscott
    replied
    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?

    Leave a comment:


  • CnP.Support
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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?

    Leave a comment:


  • jscott
    replied
    I called TransFirst last night. According to them, the following Orders did not process on 2/15. Please advise me on how to correct misleading data in C&P and Salesforce or initiate it (which Kamran offered to do) and let me know what you did:
    CNP:1521519192742571257648
    CNP:1521519134961477 99026
    CNP:1521519141180190413567
    CNP:15215192120841 14807
    CNP:1521519205856537290548
    CNP:1521519181992376 83864
    CNP:1521519255219551 12508
    CNP:152151991749117210051
    CNP:152151972445156277038
    CNP:1521519171258193021951
    CNP:1521519244521311270719
    CNP:152151925741404136988
    CNP:1521519233764444934220
    CNP:1521519252970561483538
    CNP:1521519263678247815609
    CNP:152151983211243495673
    CNP:1521519265894369892582
    The only 2/15 transaction that did process was:
    CNP:1521519151914717932499

    The following transactions were erroneously processed on 3/16, apparently as a result of the declined 2/15 transactions being re-run based on the original (declined) charge date. This unexpected occurrence resulted in our Account holders being charged twice - once on 3/15 as we expected and again on 3/16. I will communicate this to our Account holders today :
    CNP:153160393682156270988
    CNP:153160405970243471176
    CNP:153160434549117268711
    CNP:153160443820144 77372
    CNP:153160565798477 48450
    CNP:153160575142190430422
    CNP:15316153192193075567
    CNP:15316194090376 69550
    CNP:153161105048571241785
    CNP:153161122663537212219
    CNP:1531611358961 58622
    CNP:153161153195444984016
    CNP:153161164143311265968
    CNP:15316117432404180560
    CNP:153161172723561419879
    CNP:153161181317247851229
    CNP:153161183613369888395
    This has been a very difficult start to C&P! Please help us restore the integrity of our data ASAP.

    Thanks for your assistance.

    Leave a comment:


  • jscott
    replied
    I just had a call from a echeck recurring donor. She was charged twice this month. Kamran assured me that the 3/16 transactions would be declined by the bank and that our donors would not be charged. What is the status of this problem? I have not gotten any correspondence in 24 hours.

    Did all of our donors get charged twice this month - once on 3/15 (the day I recreated the recurring donations with that same date) and again on 3/16 (as a result of the 2/9 data entry that indicated a Charge Date of 2/15 and was Declined)? Please reply ASAP. I need to be able to communicate what is going on to our donors and our Board.

    Leave a comment:


  • jscott
    replied
    I went into the C&P Connect site and cancelled all of the recurring echeck transactions that were entered in the Salesforce Virtual Terminal on 2/9 with a charge date of 2/15 (and are listed further down in this post). I've also sent Kamran an email, with an Excel spreadsheet attachment that lists all of the 2/15 and 3/16 transactions that should be deleted as a result of this. Our Accountant and a member of our Finance Committee are meeting tomorrow night to review C&P. Is there any possibility these transactions could be deleted from the C&P system by then so they are able to print accurate reports?

    Also, one 2/15 transaction, Order #:CNP:1521519192742571257648 seems to have been processed. It is the only one that shows a Payment Amount Received (the rest of the 2/15 transactions show $0 for this field. Did this transaction get processed by the bank and the donor's account charged?

    Thank you for your help in resolving this matter.

    Leave a comment:


  • jscott
    replied
    I am on the office hours call with Kamran. He offered to have you clean up our instance for the 2/15 echeck recurring transactions that did not process and now appear to have been processed on 3/16, in addition to the new echeck recurring transactions I setup to run on 3/15 (the donors appear to be charged twice). Our Accountant wants a report that shows the 3/15-16 transactions and I need to give her that, preferably with a report from the C&P Admin Portal. I need accurate data (1 recurring echeck transaction on 3/15 or 3/16 for each donor, not 2) available ASAP. I do NOT want to give her a chance to print an inaccurate report!!! Help!

    Our Org ID is: 00Do0000000Xqqo. I've granted login access to C&P for 3 days.

    Thank you!

    P.S. It appears as though 1 echeck recurring transaction entered to run on 2/15 did go through. I do not know why. It is for James Barnes, CNP:1521519192742571257648. Can you please tell me if this did in fact get charged to the donor's checking account?

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    We have reviewed all transactions and in every case the transactions were eCheck and were set for future date. Transaction was posted on Feb 2 to be processed as the first recurring on 2/15.

    Before I show what has gone wrong with your transaction let me explain how recurring or a future date transaction works:

    Future date transaction is a transaction that is set to process in the future without any charge at the present time/date. For example: John Smith credit card is to be charged $100 next month. With credit cards we run a $0 authorization against the card at the time that the transaction is run then next month will process the actual $100. John's card will not be processed initially but in a month will be charged the full amount. This is possible since we can run a pre-authorization against the card.

    eChecks do not allow pre-authorization. eChecks can only run in full when they are processed. If processed in full we will receive a token and only then we can charge it as recurring payment. In the absence of the full charge at the start no future transaction can run.

    Due to a bug in the Salesforce Virtual Terminal the future date was not blocked for eCheck allowing you to run the transaction. In the update which was released today this is being blocked.

    If you wish to set eCheck for recurring you need to run the first transaction and then all future recurrings will follow.

    Sorry for the inconvenience. At this time we are told none of your transactions have been processed and nobody's checking account has been charged.

    Let us know if we can be of any further assistance.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    We are still investigating these transactions. It may take a little longer to make sure all these were done the same way.

    We will post here the results of our complete finding by Monday at the latest.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    In the Virtual Terminal, as shown below, the Charge Date had been set to a date in the future.
    Click image for larger version

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    Credit card transaction may be set for processing in the future but not eCheck.

    An eCheck transaction may be set up for recurring transaction but the first transaction has to be done immediately. When setting up an eCheck for processing the Charge Date has to be set up for the day it is being processed.

    I hope that answers your question.

    Leave a comment:


  • jscott
    replied
    Can you please tell me what you mean by Salesforce VT "future date transaction"? Are you telling me that I can't have recurring echeck transactions run automatically every month (just like the credit card transactions)? Are you saying that I have to manually enter these transactions every month?

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    We have received the call from Transfirst regarding the checks.

    These checks were done using the future date transaction. Unfortunately it seems like the Salesforce VT has not blocked that action as it is not supported by the bank. Banks don't allow for future date transaction settlement and as such none of those transactions have settled.

    This issue is being tested and blocked in the upcoming release in Salesforce's Virtual Terminal.

    All ACH/eCheck transactions should be done with today's date and processed immediately.

    Your patrons have not been charged and no money has been deducted from their bank account. You may use the Reference Transaction for these transactions and process the money now using the virtual terminal using today's date.

    Sorry for the inconvenience.

    Leave a comment:


  • jscott
    replied
    If there is any way you can ask them to give this priority attention, I would be most appreciative! Can you tell me, were these eCheck transactions debited to the donors' bank accounts (i.e., were the funds deducted from their accounts)?

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    We have contacted Transfirst and inquired about this. They are reviewing it and will get back to us.

    Once we have an answer we can provide it.

    Sorry for the delay but they are researching the deposit and will get back to us hopefully today.

    Leave a comment:

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