Re-instate recurring donation

[[email protected]]

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?

[[email protected]]

Salesforce.com Organization ID

00Di0000000H8fk

[[email protected]]

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

[CnP.Support]

Good day!

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

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

[[email protected]]

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

[CnP.Support]

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.

[[email protected]]

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.

[[email protected]]

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?

Good day!

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

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

[CnP.Support]

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.

[[email protected]]

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?

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.

[CnP.Support]

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.

[[email protected]]

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

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.

[CnP.Support]

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

[[email protected]]

Absolutely!

Order Number = 1642411354652549142170
Recurring ID = 163279

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

[CnP.Support]

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.