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  • Re-instate recurring donation

    A donor's card declined so I updated her credit card information in Salesforce. Once this pre-authorization was processed, her recurring donation changed to a status of Canceled. A screenshot of her recurring donation is attached.

    How do I re-instate her recurring donation and make a one-time corresponding payment to catch up?

  • #2
    Salesforce.com Organization ID 00Di0000000H8fk

    Comment


    • #3
      Sorry, I don't have an answer to your question but would love to know how you updated the credit card in Salesforce.

      Comment


      • #4
        Good day!

        Please see: http://help.clickandpledge.com/custo...ticles/2362823

        Let us know if we may be of any further assistance.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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        • #5
          Thanks, but that isn't working for me. I can only add a new credit card. I just want to update the expiration date.

          Comment


          • #6
            Good day!

            We do NOT save the credit card in our system. We tokenize the card and then discard all information. The token includes a mixture of information including the card, name, expiration, etc.

            The only way you can update the card is to update all the card information.

            Hope that answers your question.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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            • #7
              Heather,
              if I remember correctly, I opened the donors Recurring Transaction and selected "Process Similar Transaction" where one of the options was to update the card information. It automatically created an Opportunity and email notification with a label of "Preauthorization" with no value. Unfortunately, this also seemed to cancel the recurring donation.

              Comment


              • #8
                The instructions provided did not solve my problem as I do not have any unresolved temporary contacts. It has been over a week since I submitted a ticket which is why I resorted to posting in this forum, what is the best way to get assistance with this issue that has become urgent to us?

                Originally posted by Support.Department View Post
                Good day!

                Please see: http://help.clickandpledge.com/custo...ticles/2362823

                Let us know if we may be of any further assistance.

                Comment


                • #9
                  Good day!

                  Please note that the label is wrong-- we are working on fixing it in the next update.

                  The recurring has not cancelled and will be active.

                  The issue is a bit of technical back-end work we do when we do a change of card. Essentially what we do is to "cancel" the old recurring and create a new one with the new token then link the 2 together so you will see them as one family but behind the scene it is 2 whereas for you it is 1.

                  The label is showing what we do behind the scene and it should not. We are fixing it in the next update.

                  The recurring has not cancelled and will stay active.
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment


                  • #10
                    Great! Final question: since her April donation was declined, should I make a one-time charge to make up for it or is there a better way to post an April charge that will stay in sync with the recurring donation?

                    Originally posted by Support.Department View Post
                    Good day!

                    Please note that the label is wrong-- we are working on fixing it in the next update.

                    The recurring has not cancelled and will be active.

                    The issue is a bit of technical back-end work we do when we do a change of card. Essentially what we do is to "cancel" the old recurring and create a new one with the new token then link the 2 together so you will see them as one family but behind the scene it is 2 whereas for you it is 1.

                    The label is showing what we do behind the scene and it should not. We are fixing it in the next update.

                    The recurring has not cancelled and will stay active.

                    Comment


                    • #11
                      Good day!

                      No- change the credit card and then re-try the declined transaction since that will put it all in the queue moving forward.
                      Regards,
                      Click & Pledge Support Department

                      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                      Join us @ the educational webinars: https://clickandpledge.com/webinars/
                      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                      Comment


                      • #12
                        Right, so this was my first question, how do I do that?

                        Originally posted by Support.Department View Post
                        Good day!

                        No- change the credit card and then re-try the declined transaction since that will put it all in the queue moving forward.

                        Comment


                        • #13
                          Good day!

                          Do you have the order number or a recurring ID so we can review and provide screen shots of each step?

                          We need to know the recurring that you want to resolve. If you go to the C&P Recurring and find the recurring chain you will be able to send us the URL of the page so we can review it
                          Regards,
                          Click & Pledge Support Department

                          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                          Join us @ the educational webinars: https://clickandpledge.com/webinars/
                          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                          Comment


                          • #14
                            Absolutely!

                            Order Number = 1642411354652549142170
                            Recurring ID = 163279

                            Originally posted by Support.Department View Post
                            Good day!

                            Do you have the order number or a recurring ID so we can review and provide screen shots of each step?

                            We need to know the recurring that you want to resolve. If you go to the C&P Recurring and find the recurring chain you will be able to send us the URL of the page so we can review it

                            Comment


                            • #15
                              Good day!

                              Sorry for the delay in this case. We are investigating the case and have determined the combination of actions have caused a case that is not being handled.

                              We need to review this case further and discuss with the Salesforce & Connect team and possibly update both platforms. At this time the recurring is not cancelled and we will update this by Monday.

                              Sorry for the inconvenience.
                              Regards,
                              Click & Pledge Support Department

                              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                              Join us @ the educational webinars: https://clickandpledge.com/webinars/
                              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                              Comment

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