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Customer wants refund but transaction is missing in CONNECT

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  • Customer wants refund but transaction is missing in CONNECT

    Hi, I am looking for a transaction in CONNECT so I can refund a customer. They are saying their card was charged and they want a refund. But when I look at "all transactions" I can only see two attempts to charge her card and both of those show that they were "declined" so on my end it looks like she wasn't charged and I can't issue a refund. But on her end, she is showing me a screenshot of a $35 charge that did go through. Please look into this and tell me what is going on. Was she charged or not? Can you refund the charge for her if she was? Here are four transaction #s that I can find associated with this customer:

    51074-210514151128833 5/14/2021
    51074-2105141511262498592 5/14/2021
    51074-210514151054583 5/14/2021
    51074-2105141510520548592 5/14/2021

    This seems very similar to the issue that we had back in February. Here is that thread.

    https://forums.clickandpledge.com/fo...nued#post57482
    Last edited by Arydiel; 05-24-2021, 09:46 AM.

  • #2
    Good day @Arydiel

    We just reviewed the above order numbers and found that the following two order numbers you mentioned above are Authorized and you can see that in Connect and Issue the credit:

    51074-2105141511262498592
    51074-2105141510520548592

    Regarding the remaining two order numbers are declined by the bank and the reason is "Do not Honor".

    51074-210514151128833
    51074-210514151054583

    Please review it and let us know if you have any questions.
    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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    • #3
      I was reading the four transactions as a charge which was then declined, and then another charge that was also declined. You are telling me that the four transactions were four separate attempts to charge the clients card? Why is this happening? When one charge went through successfully, there should not have been any additional charges.

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      • #4
        Good day @Arydiel

        Ah, no, as I can see this is the same issue that you had back in February. There are two transactions happening each time with a few seconds of difference and the second transaction was declined after the first (related) transaction was authorized.

        I see that you have successfully issued a credit for the order number: 51074-2105141511262498592
        Last edited by CnP.Support.AM; 05-25-2021, 03:44 AM.
        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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        • #5
          Okay, I have gone back and reread the ticket from February and see that you were going to be working with PMPro to improve that. Clearly, the are still some problems. I hope you will go back to them again on this issue. Thank you.

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