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Debited for donation we never received

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  • Debited for donation we never received

    Our settlement report shows an ACH Return, including an extra charge, for a donation that we never received.

    SettlementReport_20210429_2811712 on 4/29/21
    Connect order number: 21212-2104241431255120131 (2 line items on the report)

    Can you please help with this?

    Thank you,
    Coleen Marta
    Operation Nightwatch

  • #2
    Hi @Coleen,

    Because there is a debit and an additional fee (the second line item), this is likely a return charge for a bounced echeck. Obviously if the echeck was never deposited, you shouldn't have the full amount of the donation debited.

    We will need to contact Propay to straighten this out, so I have opened a support ticket for you, Case #00648019, and our Accounts team will contact you to follow up.

    Regards, Amanda
    C&P Customer Support
    Click & Pledge Support Department

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    • #3
      Thank you for your prompt response. I received your detailed explanation via email. Your assessment is correct, and we consider this issue taken care of. Thank you very much!