Vitrual Terminal Refunds not showing up in Salesforce

[franharrington]

One of my co-workers has processed some refunds through the virtual terminal, but we can not find a record of them in Salesforce. Should they be showing up under "C+P Transactions" or "Opportunities"?

[CnP.Support]

Good day @franharrington:

Currently credits don't post to Salesforce. We will be adding this feature in a future release.

Please let us know if we can be of any further assistance.

[franharrington]

We also didn't see them in the C+P portal. Is there anywhere that keeps a record of credits?

[CnP.Support]

Good day @franharrington:

The reports show the transaction with the STATUS changed to Credit or Refund instead of Settled.

We change the status of the transaction that was refunded and it will not create another line item. Simply download the report for the transaction and you will see the additional information.

Please let us know if we can be of any further assistance.

[cperrius]

Is there a credit or refund transaction number or other information to share with the customer? We want to issue refund information to the customer.

[CnP.Support]

Good day!

Once you issue a credit the system will show you the credit information. We don't email the donor the credit information at this time.

It will take 3-5 days for the credit to appear on the person's credit card statement depending on the issuing bank.

Please let us know if we can be of any further assistance.

[Neely]

Hi,

I issued an American Express credit to a constituent's credit card on March 6th via the control panel. Today, they emailed me to let me know the credit hadn't shown up on their American Express statement. Approximately how long does it take for a credit to show up for American Express? Please advise.

Thanks,
Neely

[CnP.Support]

Hi Neely,

It is hard to say- it typically takes 3-5 days for cards to show the credit but it all depends on the issuing card. If you had issued the credit on March 6 it should show by now.

May I know the Order Number so we can review it and track the credit with the gateway?

I see the following in your account: Taeko F - AMEX ending in 05 - transaction was done on March 6. Please confirm so we can review it with the gateway.

[Neely]

Yes, that is the order (# 1403060553304833005) We wanted to credit the $150 charge as they made a mistake on the checkout page. The $75 charge on March 11, 2014 (Order # 1403111146399593005) is correct.

Thanks,
Neely

[CnP.Support]

Neely,

I reviewed your transaction and here is what I think you need to know about credits.

If a credit is issued on the same day as the payment the payment will NOT appear on the person's credit card statement. All charges are settled at midnight so if you credit before it settles it will never settle. When a transaction is cancelled prior to settlement it will be voided. The client will not see the transaction on their statement.

When a transaction occurs we do real-time authorization and as such the amount will be placed on hold on the person's credit card statement. Considering the amount will never settle since it was voided the charge will disappear from authorized and the hold will be removed.

In reviewing this transaction it was voided prior to settlement.

I hope that makes sense. Please let me know if you have any questions.

[Neely]

Ok, thanks that makes perfect sense.

I will inform our constituent.

Best,
Neely