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  • Duplicate recurring donation not initiated by donor

    Hello,

    We have a recurring donor whose donation drafts on the 21st of each month. Recently, her recurring donation came through on the 17th of the month, followed by the normal 21st of the month donation. The donor reached out and said that she did not initiate the recurring donation on the 17th and requested a refund, which we gave to her. Can you advise as to why her donation drafted four days early on the 17th?

    The order number is 50483-2109171657499002887. Happy to provide more information to you if needed.

    Thanks,

    Brickey

  • #2
    Good day @Brickey

    We just reviewed your account and the recurring transaction in the question and noticed that the recurring order#: 50483-2109171657499002887 is initiated on 17th itself and it is only one transaction which you have refunded and canceled the recurring.

    Please see:

    Click image for larger version

Name:	Recurring1.jpg
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ID:	61371

    The above recurring transaction has been processed through GravityForm and the referral URL is: https://www.landtrusttn.org/get-involved/donations/
    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/
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    Comment


    • #3
      Thank you for your response. Yes, I canceled the transaction for the donor and refunded upon her request. However, she says that she did not initiate this donation and no one from our organization processed the donation. We have kept her normal recurring donation active, which she says that she did initiate, which drafts on the 21st of the month.

      Are there other instances that you are aware of where a donation has posted that was not initiated by the donor or the organization? I am just wanting to determine if there is a glitch on our end that we need to address so that this doesn't happen again.

      Thanks,

      Brickey

      Comment


      • #4
        Hi Brickey ,

        Of course, if transactions are posted that were not initiated by the patron or the organization, we should be concerned. We are not aware of other cases where a donation posted that was not initiated by the donor or the organization

        The IP address related to the transaction indicates the form submission came from a cell phone, and was made through your Gravity Form page -
        https://www.landtrusttn.org/get-involved/donations/.
        Last edited by CnP.LiveSupport.AB; 10-04-2021, 03:50 PM.
        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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