Delete Recurring transation

[SNad]

Hello,

I have an error with a recurring gift. A donor gave a recurring gift last month but it accidentally submitted twice so we refunded one of the gifts. However, we never canceled his recurring gift so today he was charged twice instead of once. I need help deleting the correct recurring transaction (in the attached image) so that I don't delete the recurring transaction that will throw the error as described in this thread: http://forums.clickandpledge.com/for...n-t-post-to-sf

Here is our org ID: 00D300000006WoJ
You have been granted access to our SF account.
Thanks in advance!
Sonal

[CnP.Support]

Good day!

The issue reported in the referenced thread deals with the master transaction being missing. As long as the first transaction in the series is available in Salesforce all future recurring will post without any issues (this issue will be addressed in release 9.2 due out the first week of December 2015).

As for your transaction: We need to know the Order Number that you want to delete. To cancel the recurring simply go to Connect > Find the transaction in the Transaction tab > Click on Manage recurring and cancel the recurring. Since you are cancelling the one that was done by mistake the other one will continue.

Please cancel the recurring in Connect or provide us with the Order # and we will cancel it for you. It is best if you do it.

[SNad]

Hello,

Here is the order number: 15112211275141440014655. As you can see, the two order numbers above don't match up. How do I identify which order to cancel?

Sonal

[CnP.Support]

Good day!

You only posted 1 order number. What is the other one?

[SNad]

The order # I posted is from the error email I received - that's the order needs to be deleted.

[CnP.Support]

Good day!

We have tried to make sense of the issue but we are at a loss. I apologize - perhaps it is because of the holidays approaching and our brain cells are not as sharp as they need to be.

If you wish to cancel a recurring please see this post: http://help.clickandpledge.com/custo...ng-transaction

We cannot delete or cancel a client's recurring or issue credit. This is for liability reasons. We can guide you and show you how to do it but we cannot do it for you.

If you have problems please join our daily office hour and we can walk you through it. Cancelling a recurring is easy- simply login to Connect and follow the steps shown in the link I provided.

Hope that helps.

[SNad]

I see, I didn't realize it had to be canceled via the connect portal instead of the regular account portal.

Thank you for your help!

Sonal