Duplicate donations continue to appear after refund is made to Donor

[Chyrisse Robinson]

We are periodically seeing donations posting twice and our donors credit cards are also charged twice. The transactions appear with the same date, time and transaction number. After we refund the money to Donor the duplicate donation record still exists in Salesforce. How do we remove the duplicate donation? We expected the returned payment to create a roll-up of all corresponding records.

[CnP.Support]

Good day!

The refunds are not reflected in Salesforce as we are not currently posting that information to Salesforce. This feature is being added in release 9.x due out first quarter next year.

As for the double transactions- this cannot possibly happen with Click & Pledge forms as we block this aggressively.

May I have the link to your form so we can review it?

[Chyrisse Robinson]

https://www.musicandmemory.org

[CnP.Support]

Good day!

This form is a FaaS form and is designed around our API.

If you are getting duplicates it is the clear sign of not blocking double clicks. Your developer needs to block the double clicks with a JavaScript.

Please let your developer know what is going on and that the double clicks need to be blocked. It is not really something we can do anything about.