recurring gift decline

[BeverlyMIS]

This recurring gift was declined due to lost card. I went in to cancel the recurring gift, but I got the message at the top of the screen. I went to C&P Temporary Contacts, but there are none there. Can you help me track this down and get it resolved? The SF company number is 00Do0000000e6Y2

https://www.dropbox.com/s/q5ua7hmu12eq04p/Screenshot%202016-01-21%2009.56.22.png?dl=0

[CnP.Support]

Good day!

Please see below:




The transaction is already in Salesforce.

Are you looking for something different?

[BeverlyMIS]

Yes - it is in there as a decline and it was declined because the card was lost. Because of that, I need to cancel the recurring gift, but when I go to the recurring gift record to cancel it, this message is at the top of the page and it won't let me cancel the recurring gift. I don't know what I need to do to resolve this error so that I can cancel the recurring gift.

https://www.dropbox.com/s/3wjavlyth6n7be1/Screenshot%202016-01-21%2013.26.10.png?dl=0

[CnP.Support]

Good day!

The best way to handle this is by changing the credit card in Connect and then run the next payment with the new credit card information.

After reviewing the case I believe the Salesforce app has a logical bug that will not allow for any updates if the last transaction has failed. When the recurring is out of sync no actions can take place other than charging next to bring the transaction family up-to-date. The problem is in your case you cannot run the next transaction as the card has changed so you need to first change the card and then charge the transaction again. This is a special situation where the Edit Credit Card has to be available even though the recurring is out sync.

We will try to address this issue in the next update but for now you may accomplish the same thing through Connect.