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Mark a recurring subscription as canceled in Salesforce

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  • Perc-BRC
    replied
    FYI wtben They are adding a feature this next release to keep the Cancel button on the recurring transactions that are out of sync so you can mark them officially cancelled even after the transactions have stopped processing due to a lapse. I had the same issue and asked for a fix on the Power of Us Hub and it's getting added, I think this coming week. Yay!

    Leave a comment:


  • wtben
    replied
    Ah ha! Not sure the whole explanation was necessary. The missing piece for me was that I needed to cancel the recurring in Connect in order for it to be canceled in SFDC. It seems no "repushing" or "reposting" is necessary.

    Leave a comment:


  • CnP.Support
    replied
    Good day wtben

    What you mean by cancelled and what we are referring to are different. The logic is a bit complex, and for a reason, so please see the following:

    Here is how a recurring transaction works:
    • When a recurring transactions is processed, the Next Installment Date is saved in the database.
    • Every day the recurring engine runs transactions whose "Next Installment Date" matches the TODAY's date. In other words, when we run the recurring today all transactions whose "Next Installment Date" is for TODAY will run.
    • If a transaction declines, the "Next Installment Date" will NOT update so it stays in the past.
    A declined transaction will essentially be left behind and will never run again.

    If you go to Connect or Salesforce you can retry the Declined transaction and charge all the missing transactions to bring a transaction up-to-date. Once the Next Installment Date is in the future, meaning greater than TODAY's date the recurring will be back in the queue.

    In Salesforce, we have to have all the details of a recurring before we can perform any actions such as charge next, etc. If for any reason, any of the recurring transactions in the chain are not listed in the C&P Recurring as part of a recurring family, the family is out-of-sync.

    Example:
    • A recurring transaction has been going on for 20 months, on a monthly basis.
    • After the 10th transaction the connection is lost and for 5 months the transactions do not post to Salesforce
    • The connection is brought back online and two transactions post
    as you see the above family is out of sync and Salesforce does not know what the last transaction is and if the transactions are going on, failed, declined, etc. etc. In order for Salesforce to perform any actions with the API it needs to know the exact information for the recurring. This is done to ensure data integrity and full knowledge of the action given the possibility of out-of-sync conditions which could create a problem, such as cancelling the wrong transaction or crediting the incorrect payment.

    In summary, for Salesforce to perform any action it has to have full knowledge of all transactions.

    Nothing in the system is "Cancelled' automatically. As stated by my original statement I meant we do not run it anymore- as it is out of the queue. If you wish to cancel it you need to cancel it in Connect so officially it shows as cancel. The reason we do not issue a CANCEL command is because you have the option to run it again and re-instate it by processing the declined transaction. You may also change the credit card number and resume the recurring.

    Currently in 9.40xx release if the last transaction has declined and the recurring is out of sync as a result, the cancel button will not show up. In 9.50xx, due out the week of July 18, 2016 we are adding exceptions to allow for an out-of-sync recurring whose last transaction has declined to allow for cancellation. It currently considers it out of sync and will not allow any actions. If you want to cancel it manually you have to go Connect and do it.

    I hope I have answered your question. I think I have explained a bit more than necessary but it is always good to know how a system works & thinks.

    Leave a comment:


  • wtben
    replied
    Thanks for looking into this, AM. I'm still a little confused because reposting was the original instruction I received regarding this issue and it doesn't seem to have worked for me. You're saying that if I repost to Salesforce a transaction for a subscription that has lapsed, the subscription will automatically get marked canceled? Here are some other examples:
    • Order 1611310435276481593563 for Recurring 158207 (this charge was declined)
    • Order 151258104155416087064 for Recurring 157275 (this charge was declined)
    • Order 1511297434815549161139 for Recurring 141705 (this subscription was canceled in Connect)
    There are 12 more cases where the "recurring chain is out of sync." Take a look at the "Active Subscriptions incl. Lapsed view of C&P Recurring in our instance. Sort by Next Installment Date (ascending) and all 15 will be at the top.

    What do you think?

    - Ben

    Leave a comment:


  • CnP.Support.AM
    replied
    Good day @wtben,

    Thanks for granting access to us. We reviewed your instance and found that the recurring transaction which you are referring to has been cancelled and credited while you were having the old version of our apps in Salesforce. In the old versions we are not updating the recurring status.

    We have re-pushed the data for last recurring transaction for above Recurring ID: 161720 and the status is updated to Cancelled.

    Simply, you will need to re-push the transaction again from Connect for the last recurring transaction order number. This way it will update the status of recurring.

    Regarding the account name, we can't update the account name for the recurring ID.

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

    Thanks,

    Leave a comment:


  • wtben
    replied
    I don't know why my access granting didn't save this morning. I've just set it again and it seems to be sticking this time.

    Leave a comment:


  • CnP.Support.AM
    replied
    Good day @wtben,

    Still we don't have access.

    See Image:

    Click image for larger version

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    Sorry but this time I would like to share the screenshot to make sure I am looking into the correct Organization.

    Looking forward to hearing back from you.

    Thanks,

    Leave a comment:


  • wtben
    replied
    Sorry, my fault. I clicked the wrong popup menu. You're good now.

    Leave a comment:


  • CnP.Support.AM
    replied
    Good day @wtben,

    We try to login but we don't have access to the following OrgID: 00Dd0000000borB. Would you please make sure that we have access to your instance?

    Looking forward to hearing back from you.

    Thanks,

    Leave a comment:


  • wtben
    replied
    You're back in! At this point, I don't remember where the cancelation took place. It probably wasn't in Portal and may have been in Connect since Salesforce cancelation didn't work yet. The order number of the last transaction under 161720 was 1641011262296539266172.

    Leave a comment:


  • CnP.Support.AM
    replied
    Good day @wtben,

    Would you please let us know from where you have cancelled the recurring transaction in the question? from Portal or Connect or in Salesforce?

    We try to login but there is no access to your instance. Would you please extend the access and share the order number of the recurring transaction?

    Looking forward to hearing back from you.

    Thanks,

    Leave a comment:


  • wtben
    replied
    It's true the criteria differ in that way. However, the bigger issue is as I described before: I'm still having some trouble figuring out how to deactivate subscriptions that have lapsed. There are a number of subscriptions still marked "active" but because the recurring chain is out of sync, it's impossible to change their status to canceled. For example, recurring ID 161720 was a subscription of my own sustaining gift. I recently increased the amount of my monthly giving so I had to create a new subscription. This old one didn't get canceled properly, so it's still "active" according to its status but doesn't appear in the managed view because its Next Installment Date is not in the future. Hence the number of discrepancies between the views.

    Again, the issue is not that the views are showing different results but that there are discrepancies in the database and it happens that I've used the views to illuminate them. The question is how to cancel or deactivate the subscriptions that are out of sync.

    I also asked a separate question: I'd like to add the account name of several contacts whose recurring subscriptions don't include it. How do I do this?

    Leave a comment:


  • CnP.Support
    replied
    Good day wtben

    The following is what you have created:

    Click image for larger version

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    & our app has the following:

    Click image for larger version

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    Are we understanding the issue correctly? You are saying that these 2 show different results? As you see the view conditions are different.

    Sorry but we are trying to understand the question.

    Leave a comment:


  • wtben
    replied
    Yes, I didn't need a screenshot to know that you were not currently granted access. I invited you to let me know if you needed in again. Done.

    Leave a comment:


  • CnP.Support
    replied
    Good day wtben

    Sorry but we have missed this post. We tried to login to your account but do not have access.

    Click image for larger version

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    Please grant us login access so we can review the issue.

    Leave a comment:

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