Hello, I've been told to come back to the forums and request Advanced C&P Support. Can someone please help me with this ongoing issue?
The account in question is 51074
Re: Customer is reporting card was charged 3 times for the same transaction 00406472 [ ref:_00D30obtq._5004v1XeWza:ref ]
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Here was my original post: https://forums.clickandpledge.com/fo...card-statement
Thank you!
The account in question is 51074
Re: Customer is reporting card was charged 3 times for the same transaction 00406472 [ ref:_00D30obtq._5004v1XeWza:ref ]
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On Wed, Feb 10, 2021 at 12:05 PM Support Team <[email protected]> wrote:
Hello Weatherly, According to the response I received from our Dev Team, this is common issue with Custom Forms, and you will need to reach out to our Forums and have someone look at your form to correct this issue. You can go ahead and refund the two transactions we talked about yesterday for your donor now as well. For Custom Form issues we have been advised by our Developers to direct you to the Forum for advanced C&P Developer Support. |
On Tue, Feb 9, 2021 at 11:00 AM Support Team <[email protected]> wrote:
Hello Weatherly, I'm still waiting on a response from our Development Team, as to why this occurred to start with, so if you can wait on the refund until we hear back from them, that would be ideal. After that, the two extra charges should allow you to process a credit as you normally would. The two order numbers below are the ones you need to process the credits for. If you have any issues with processing them let me know. 51074-2012310958491052716 51074-2012310959348312716 I will reach out to you as soon as I know what caused this to occur in the first place and then you can process the credits. Regards, -Amy |
Amy Goodman | Support | Click & PledgeŽ |
On Fri, Feb 5, 2021 at 2:10 PM Support Team <[email protected]> wrote:
Hello Weatherly, First let me apologize for this response taking so long. I'm so sorry, please forgive me. After looking at what occurred with this donor, I have reached out to our Development Team so they can look at the back end and see why it processed so many times and also why some were declined too. If you donor only wanted to pay this one time, you will need to credit two of the authorized transactions and that part will be corrected. As for "why" this occurred in the first place I am still waiting for the response from the Development Team so that can be addressed as well. I hope to have an answer before the day is over and I will let you know as soon as I find out. Again, thank you for your patience. Please let us know if you need further assistance. Regards, |
-Amy |
Here was my original post: https://forums.clickandpledge.com/fo...card-statement
Thank you!
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