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  • Reccuring transaction didn't go through

    hello,

    A doner today reported that their recurring transaction did not go through for November 2018 or December 2018. The last payment we received from them was October 2018. They reinstated their donation today manually. Their name is
    John & Katherine Prejean Authorized Posted
    I reviewed their credit card information and everything is up to date. I'm am concerned that this might have happened to other donors.

    Request 1 - can you help me discover why their monthly transaction ceased after October?
    Request 2 - is there a way that I can get a report to see who is set up for recurring transactions and verify that they went through every month?

  • #2
    Good day @AlexSH

    Would you please share the order number of the recurring transaction you are referring to so that we can review what's going on?

    Looking forward to hearing back from you.
    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/
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    Comment


    • #3

      The last order number went through before they manually reinstated it on Jan 2019 was: 38341-181017110455180

      Also, is there an auto email that gets sent to the doner if their card gets declined? If so can you give me more information about that?

      Comment


      • #4
        Any help on this item?? Did I give you enough information?

        Comment


        • #5
          Any luck with reviewing this issue?

          Comment


          • #6
            Good day @AlexSH

            Sorry that we have missed this post. We will review this case and get back to you shortly.
            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


            • #7
              Hi Alex,

              We have been able to confirm that your case matches a situation experienced by another customer, and we've identified that this happened with a very small number of transactions at that time (over our entire client base)

              Request 1 - can you help me discover why their monthly transaction ceased after October?
              Although we have not identified a specific cause, we are taking steps to ensure it cannot happen again.

              Request 2 - is there a way that I can get a report to see who is set up for recurring transactions and verify that they went through every month?
              I have asked for a review of the transactions that were identified so we can guarantee there were not other transactions related to your account, and will respond here.
              You may review the status of Recurring Transactions as seen here:
              Click image for larger version

Name:	2019-01-31_FORUM Alex SH.jpg
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              You did handle this exactly the right way. It's good that the donor went ahead and recreated their donation. You need not worry about cancelling the existing transaction, now that the payment is out of sync, it will not attempt to charge going forward.

              I'll let you know if we identify any additional transactions on the account where this may have occurred.

              Sincerely, Amanda
              C&P Customer Advocate



              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


              • #8
                Hi Alex,

                I have verified this was the only transaction with your account that this happened to.

                ~ Amanda
                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

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