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  • Settled transactions showing Void status

    Hi - we are having reconciliation problems since Sept with C&P reports. Transactions refunded at a later date are showing as Void on the original transaction date - even though they completed and were settled (and show in the settled reports). Here are just three examples:
    CNP:30253-2009080908561404711
    CNP:30253-2009112259268410493
    CNP:30253-2009221242513779725
    In September we has 8
    Thanks

  • #2
    Good day @Clareodo

    We reviewed the above order numbers and it has been credited. Are you seeing the Void status in the Salesforce? Would you please grant us login access so that we can review it?
    Regards,
    Click & Pledge Support Department

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    • #3
      Hi again - I think you misread my post. The issue is with the C&P reports in the C&P portal - that is where the original transaction is showing as Void instead of settled. Our report Monthly Sales CIMC ProPay is used for revenue recognition and bank reconciliation. The Salesforce ProPay Deposits Detail cannot provide the SKUs we need for revenue recognition in GL. In any environment, Void is the status used for a transaction refunded on the same day as the original. The C&P report in the Portal should either show other refunded transactions as Refunded or Settled, not Void.

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      • #4
        Clare,

        Your issues:
        • The original transaction is showing as Void instead of settled
        We are aware that while TransFirst used the term "Void" to refer to transactions that were credited the same day, Propay uses it in all cases of refunds.

        I created a sample report in CONNECT to look at the month of Sept:
        Click image for larger version

Name:	2020-11-24_FRM 30253 use of VOID.png
Views:	79
Size:	91.3 KB
ID:	56529

        As expected for how Propay reports credits, the Status is Void. But you can see in the report which credits were made same day - they don't have a SweepID - because they were cancelled before they were deposited. For the ones that were credited at a later point, they are listed directly below the original transaction (since the report is ordered by Order Number) and show the date of the refund.

        Right now, the settlement reports in CONNECT are only available as daily reports, which of course makes it hard to see which transactions were credited same day, and which were not. The ones credited same-day do not show in the CONNECT settlement reports at all.

        So how would you like to see it? VOID is how we get the results from Propay, changing that in our system would likely cause more confusion, not less. Propay does not define of "Void" the same way Transfirst did.

        • [*=1] Salesforce ProPay Deposits Detail cannot provide the SKUs we need for revenue
        While this is currently true, the pre-configured reports installed in the latest version of PaaS do not include the SKU, this is not different from what you had before the switch to Propay.

        However, this power is within your grasp, and I do hope that in the next release or two we will be able to have a report that does show the SKUs within a transaction.
        You can create a custom report in Salesforce now, if you like, of a report type "Opportunities and C&P Order Number".

        The problem involved in providing a preconfigured version of this kind of report is that most users do not understand what is happening when you include 2 data objects in a report.
        Salesforce's reporting tool is pretty advanced, but even it doesn't handle smoothing out grouping and totals in such a way that a completely lay user understands what they are looking at, and that is what most customers ask for.

        For example, a single $200 transaction has 2 line items, and thus, 2 Opportunities. One has a SKU of DON for donation, coded as 4010 in a GL, and another has a SKU of MEMBER for membership, coded as 5210.

        The report :

        Close Date Order Number Name Amount SKU per Txn fee 3.75% fee
        9/1/2020 001 Sanders 100 DON 0.37 7.50
        9/1/2020 001 Sanders 100 MEMBER 0.37 7.50
        Users don't make the connection that because "per Transaction fee" and "3.75%" are on the parent transaction object, that the values are duplicated, and if the column is totalled, it would not reflect an accurate total.


        So by all means, create a separate report with a report type of "Opportunities and C&P Order Number", but you have to do it so that your users understand when 2 Opportunities are part of the same transaction, and which row values apply to the transaction as a whole, and which present the line item.
        Most users just aren't able to handle that "third dimension" of a data table unless there's very custom group formatting, and even Salesforce reporting has its limits.
        So generally, it's better to have a separate report for verifying a deposit amount, and a different one for coding.

        And we will work to include a pre-configured report in a future release that can include fields from the Opportunity in a way that doesn't confuse users about deposit fees.

        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

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