Research Credit Issue to customer

[[email protected]]

30880 account # Michigan Council of Women in Technology Foundation transaction done by Cristine T**** $90 credit has been issued but the card holder does not see it on her statement can you research this

Original transaction was on 9/22/2016

[CnP.Support.AM]

Good day @[email protected]

We reviewed the above transaction and it shows it has been successfully credited. However, it will take 3-5 days for the credit to appear on the person's credit card statement depending on the issuing bank.

For further information about credit, please call TransFirst at 800-571-6199 option 2 and they will assist over the phone.

[tab85]

Good Afternoon,
We followed the steps that you sent on 5/18 to issue the following credit : https://na28.salesforce.com/0061A000...Pos=0&srKp=006. Unfortunately we are still getting this error:

	Error: Credit Transaction Not Processed Successfully.

Can you offer any insight as to why this donation is not being credited? Thank you!

Best,
Tommy

[CnP.Support]

Good day tab85

Is this the order # of the transaction you are trying to credit: 1609221434243590676

Please confirm so we review the transaction.

[tab85]

No. Here is the order number of the transaction: 33225-1705150905318615719

[CnP.Support]

Good day tab85

This transaction has already been credited. This is why you are seeing the alert.

[tab85]

Great! Thank you!

[CnP.Support]

Good day tab85

We have identified the issue you are having in Salesforce. When we try to post the credit to Salesforce we are hitting an error due to your custom validation rule.

Here is the message being returned by Salesforce when we post the credit:

CnP_PaaS.PaaSTrigger: execution of BeforeInsert caused by: System.DmlException: Update failed. First exception on row 0 with id 0061A000014xEZvQAM; first error: FIELD_CUSTOM_VALIDATION_EXCEPTION, The donation must have either a campaign, segment code, or source code specified.: [] Trigger.CnP_PaaS.PaaSTrigger: line 1253, column 1

The error is related to a custom validation rule that you have added. This will generate a problem in the future since we cannot post credits to Salesforce.

Please review your validation rules and adjust them accordingly.

[tab85]

Ok. Thank you. This custom validation rule was added before my time here. I will review this tomorrow. Just to be clear though, this person was credited the $40.00, correct?

[CnP.Support]

tab85

Yes and you can clearly see this if you login to Connect. The order shows as having been credited.

The issue you are seeing in Salesforce is because the credit cannot be posted to Salesforce as it is generating an error. So when you post the credit is being issued but when we try to update Salesforce it shows as not having been credited. So you keep clicking it when it is already credited.

Login to Connect and you will be able to see the credit history.

[tab85]

You will have to forgive me if I do not clearly see the refund in connect. I am logged in to the Connect Portal. I see the dashboards that highlight the 2017 statistics. When I click the quick transactions report, I do not see any orders/records that were refunded. Could you please help me find where I can view the refunded records? Thank you!

[tab85]

Good Afternoon,
I am still having some difficulties with searching for the refunded records in Connect. Is there any insight/guidance you could give me? Thank you for your continued help/support with this.

[CnP.Support.AM]

Good day @tab85

Please see this:



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