Transaction made in Swiper1 app not showing up in Connect

[abloomer]

Hello,

We recently had a transaction processed through the Swiper1 app, and the money is in our bank, but there is no trace of the transaction in Connect or in our Salesforce. Any help on where the transaction might be would be great. Thank you!!!

[CnP.Support.AM]

Good day @abloomer

Would you please share last four digits of the credit card as well as the first name and last initial and date of the transaction processed?

Looking forward to hearing back from you.

[abloomer]

Thank you for getting back to me so quickly! Unfortunately, I don't have the last four digits of the credit card, because I can't find the transaction anywhere and we don't have a credit card saved for that donor. The rest of the information you requested is: Fred H. 9/9/2018. I don't know if it will help, but the amount of the transaction was $518.

Thanks!

[CnP.Support.AM]

Good day @abloomer

Sorry but we unable to find the transaction with the above information. There is NO transaction processed with that amount nor with that name in your account on the date you mentioned. However, based on your Receipt settings, you might have received a copy of receipt. Please search in your email, you may find the order number.

[abloomer]

We did not receive a receipt for the transaction, but it had to have gone through somehow because the money showed up in our bank account following that transaction. If I can get the last four digits of the cc, might that help uncover it?

[CnP.Support.AM]

Good day @abloomer

Yes, that will be helpful. But as mentioned above in C&P Account#34046 we didn't find any transaction processed with the amount $518 not even from 1st Sept to till date.

[abloomer]

Thank you. I'll still send the last four digits of the cc if I get it. We received the $518 somehow, so now we're worried this has happened to other transactions in the past.

I appreciate your help.

[abloomer]

Hello,

I was hoping to get some further guidance on this issue we had with the Swiper1 app. The above transaction of $518 on 9/9/2018 was actually not deposited into our bank account, but the individual who processed the donation through swiper received the confirmation message and everything appeared that the transaction was successful. We have now discovered at least one other transaction that had the same issue made on 9/8/2018 in the amount of $470 by a Megan D. (or possibly Megan T.).

Is this an issue that has occurred with Swiper in the past? We have another event coming up, and we just want to make sure we're doing everything we can to avoid this issue again.

Thank you for your help in advance.

[CnP.Support.AM]

Good day @abloomer

No, we are not aware of any of such issues. When you said they have received the confirmation message, do they received the C&P receipt? Can you please ask them to view and share the order number?

As stated above we didn't find any transaction processed through your account with the amount $518 during that period.

[abloomer]

Thank you for your response. No, they did not receive a receipt. By confirmation, I mean the individual who was using the swiper said the app showed the 'transaction status' and said authorized. So everything appeared to have been processed successfully, but no receipts were sent and no donation went through in our bank or Connect.

[CnP.Support]

Good day abloomer

We have reviewed this case and this is what we so based on your post:

1. Click & Pledge Account Number: 34046
2. In the history of your account there is no transaction for $518 amount.
3. In the history of your account, Fred H. has done the following transactions and as stated none is for the amount of $518.
   
4. On September 9, we see a transaction for $584.00 for E. P. H. which was done on Swiper1.
5. For Swiper1 to display the Authorized screen it has to have an Order Number. The fact that we see no Order Numbers it tells us this transaction has not posted to the C&P services.

We see a lot of transactions on Swiper1 on that day but none for Fred. H. for $518.

Here is what we suggest as the next step forward, given the transaction you are referring to is not in the system and there is no way for it to have been posted to the gateway for processing.

Swiper1 has a report feature, which is designed for tracking of all devices. The idea is, after each event, each Swiper1 phone email its reports to the admin for review and tracking. Using the report the admin will have a complete report of which user has done what transaction on which device. Please have the report emailed to you using the phone's report feature. A sample page is shown below:

>> Menu > Report



Once you review the Excel report you should be able to identify the transaction and the order number. Once we have more details we can figure out what is going on. Please note that if we do NOT have an order number there is no way that the money could be in your account or deposited given it has not posted to the bank.

Sorry for the inconvenience and we love to help once we have more information. Please keep us posted once you have the phone's report.

[abloomer]

Thank you for your help! I am looking at the report on one of the swiper devices now (won't have access to the other two until after the weekend), and it appears that the many transactions in question are all on there, but are under one name (Manisha T.). I scroll through the list of transactions in the report and these 5 just do not have order numbers assigned to them, but they are showing up as processed. The devices is updating right now (I received an error message when trying to email the report, so hoping the update will help with that). Once I am able to get back into the Swiper app and look at the report I will send screenshots of what I am referring too.

Thank you again for your continued help! We have another event in a month and just want to figure out why this happened before then.