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Issue with Recurring Donation made via the Swiper

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  • #16
    Good day!

    We have received the final word from the acquirer and Transfirst and now know what is going on.

    You had called Transfirst and through their support department set up recurring at the Transfirst portal. Transfirst's support department should NOT have given you access to do this since once you set up anything at Transfirst, Click & Pledge's system will not be notified. Our system is totally blind to any action you take on the Transfirst's portal. We do not give access to the portal to our clients for this reason and their support department has made a mistake giving you access.

    Based on Transfirst's records they had instructed you to cancel those transactions back in September 2013.

    At this time the best course of action is to set up these transactions through our Portal (https://portal.clickandpledge.com) or through the Salesforce Virtual Terminal. All failed transactions can no longer be run and need to be set up again.

    We have called you today and left a message regarding this issue.

    Please let us know if we can be of any further assistance.
    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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    • #17
      I am very upset! This issue should not have been going on this long. I was mailed the Transfirst information with no instructions on NOT to go in and use it! In fact the letter told me my log in and how to use it. That issue was back in September. I have not used TransFirst since - I did delete the recurring I had set up, so it would mirror the transactions that came directly through CP.

      The two people that have not worked were after that issue and were processed via the Swiper 1. I did nothing with them on the TransFirst side as this was after I found out not to use TransFirst. I do not have the credit card information and cannot restore the recurring charges without going back to the donors. You have cost me over 100 in donations by now! I do not think you have identified the correct problem as these have to do the the Swiper! I am using the Square at my large fundraiser coming up because I have no confidence in the Swiper or Click and Pledge. Someone from your side and TransFirst should be able to fix this or walk me through what I need to do to fix it! Please respond ASAP.

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      • #18
        I saw a test transaction go through and then it failed when it tried to recur. So, are you still working on this?

        Comment


        • #19
          Good day!

          Yes we are still working on this with the bank. Here is the situation:

          First the facts:

          • There is absolutely nothing wrong with Swiper1 as everyone is using it. The recurring transaction works fine with Swiper1 without any issues.
          • Each client with Swiper1 has 2 accounts where one is used for card not present (web forms) and the other is used for card present (Swiper1). These accounts are totally different accounts and settle as separate deposits.


          Now the issue:
          • Your card present account appears to have issue with recurring transactions. The first transaction goes through and the subsequent ones fail. We have been working with the gateway to determine the cause but it is not a Click & Pledge issue as it is the gateway issue. It is quite strange and one that have never experienced. The gateway states that the settings in the account has changed and they are trying to figure out what is happening. We have been exchanging information with their developers. They wanted to close that account and start a new one but that will reset all recurrings done on the Swiper1 account which we have not agreed to.


          So the long story short, yes we are still working on it. Sorry for the trouble and the inconvenience.
          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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          • #20
            Yesterday, we had someone go through the computer to sign up for a recurring donation that includes a one time product purchase through one of our custom donation pages. This has worked every time with no issues, until yesterday. Now, the transaction did not work. I got just the invoice for the free mug, but the recurring payment did not work. Something you did must have impacted this. Did you change something? I have asked my developer to take a quick look, which will cost me money. For a "Free" service you all are costing me a lot of money for the developer and lost donations. Please let me know.

            Comment


            • #21
              May I ask what decline reason did you receive? When a recurring donation fails we send you the response.

              Do you have the response?
              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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              • #22
                I just reviewed your account and I see that you have 2 invoices in the system.

                Are you trying to set up invoice with recurring? Invoice does not support recurring since it is meaningless. A recurring only works with credit card & eCheck.

                I am not sure what you mean by "not working" with invoicing- please elaborate so I can help you further.
                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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                • #23
                  Good day!

                  We believe the issue has been resolved and your account is now working. We did a test transaction of 3 payments for $5 for 3 months and all ran correctly using the Swiper1.

                  Please let me know which recurring transactions need to be run again so we can process them.
                  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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                  • #24
                    It did not decline, it just did not complete the second half of the transaction. This is a club where is you sign up for $10 per month, you get a free mug. The transaction passes the invoice through with a discount of 100% for the mug and also passes the recurring through to start the $10 per month. The donor gets two receipts and so do I. Yesterday, when she signed up only the invoice for the free mug went through. The other half did not, but no error message or decline message was received. Let me know if you have other questions on that one.

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                    • #25
                      Good day!

                      Invoice is simply an email that goes out asking the person to send their payments to you. Invoice as you have done it and I see the receipt has no recurring. All you have done is sent an invoice which marks the end of the transaction.

                      Invoices cannot be set to recurring. Recurring will be disabled when you select Invoice. Recurring is only available for credit card and eCheck.
                      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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                      • #26
                        Please go to www.isupportcommunity.org/ccc and you will see the custom donation form that I am talking about. It processes two items at once - one is the donation that is recurring, the other is an item. The programming was all set so that it processed both, one after the other and two receipts were sent to the donor. Now, instead of both processing correctly after they sign up only the invoice is being sent to them with the zero for the item that is included in the level they signed up for. Once you look at it, I think you will understand. I am guessing something you did altered how this was being received by C&P as it was working fine and now it is not working. My programmer is looking at it, so please respond to be before you adjust anything.

                        Comment


                        • #27
                          Good day!

                          We have not done anything - nothing about this has changed since this is the API form you have created. What we were dealing with was the Swiper1 Card Present account that you had. What you are using here is your card not present account which absolutely has nothing to do with the topic that was being discussed.

                          Your developer has created this custom form and it truly has nothing to do with this. Your developer needs to figure out what is going on with the form that was developed for you.

                          It is always best to create another thread as this thread now has 2 topics and is hard to determine which question has been answered & which is open.
                          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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                          • #28
                            Good day!

                            In reference to the original post in this thread please let us know which transactions had failed to process for recurring so we can run them again. This is related to the Swiper1 recurring transactions that you had issue with.

                            Please give us the first name, last initial of the person, the amount and the charge date of the transaction that had to be charged but failed to process with recurring.
                            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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                            • #29
                              I will see what my developer finds out, but find it hard to believe that all of the things you and TransFirst have been looking at have not affected this. Especially, when you came back a couple days ago and said that it related to the access given in September which only had to to do with the non Swiper Account.

                              The Swiper issues is open. I will open another ticket if this other issues is not resolved quickly by my developer. When will the swiper one be resolved? I am having a meeting tomorrow to sign up more potential donors, but cannot do it as the Swiper one is not working.

                              Comment


                              • #30
                                Dear MarionRuthig,

                                I have been asking for this info in 2 posts already. Please provide me with the following information for those transactions that had failed with Swiper1.

                                - First name
                                - Last initial (NOT full last name)
                                - Date the charge had to be charged but failed
                                - Amount of transaction

                                We will process those transactions.

                                As I stated the account that had issue was your card present account which is only used for Swiper1. Your website goes through the card NOT present account. These 2 accounts are not related and are two completely different account numbers.

                                Once we have the transactions that had failed before we will run them and we can settle the Swiper1 issue.

                                Please let us know the information so we can resolve this issue.
                                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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