Pre-auth pledges creating duplicate 'paid' opportunity instead of updating pledge

[jackdunn]

Hi there,

We've had a lot of pledged opportunities come in through Click & Pledge over the past week, all scheduled to be paid today for our annual 'Give Out Day' event. I was expecting these pledges to all update their statuses to 'received' today. However when I logged into Salesforce I see all 177 pledged opportunities now have a second, duplicate, 'received' opportunity on the contact record, instead of updating the original pledged opportunity's status to received.

Is this a new update, or a error somewhere? Can you advise me on what I need to do to fix this?

Thanks so much,
Jack

[CnP.Support]

Good day jackdunn

I am not sure what you mean by "pledged opportunities". Are these opportunities that you had created manually?

[jackdunn]

No, these are transactions C&P has created when a customer has scheduled a payment through our online portal. Opportunities with stage= pledged, versus opportunities with stage = received. C&P is now creating a second opportunity with status 'received' rather than updating the original opportunity that has the status 'pledged'. Do you understand what I'm referring to now? Would a screen cap be helpful?
Thanks

[jackdunn]

No, transactions C&P has created when customers have scheduled a payment using our virtual terminal. By pledged opportunity, i mean an opportunity where 'stage' = 'pledged', versus where stage = 'received'. Instead of updating the stage of the original opportunity to 'received', C&P is creating a duplicate 'received' opportunity. Does that clarify what I mean? Would you like a screen cap? Thanks, Jack

[CnP.Support]

Good day!

A pre-authorized transaction does not get updated when the actual transaction posts. Currently that is not part of the system behavior.

At this time we create 2 opportunities - one for $0 and one for the actual amount. You may want to set up the system not to create an opportunity for $0 future transaction. We can consider updating it in the future but we will lose the history and the trail. Something to think about.

[Marger]

Jumping onto this issue a few months later, I have 2 questions related to this issue (directly or indirectly).

1. When a recurring donor calls me and I update their credit card for their recurring transaction, it sends a $0 pre-authorization receipt to them and to us. While I can see why C&P system generates this (it is testing the card to make sure it is correct), I think it's confusing to the donor. Is there a way to have these not go out?

2. More of an immediate issue for us is that we have a conference registration that is now open, and speakers and special guests can register with a discount code to attend for free (ticket cost is $20). However, C&P is sending two transactions to SF to post: a $0 transaction and a $20 transaction, even though they never had to pay the $20. Rather than have to manually go in and delete/ fix all of these false $20 transactions, is there something I can do in settings to make it so this doesn't happen?

Thanks, Marianne

[CnP.Support.AM]

Good day @Marger

1. This has been requested by other clients as well. The request is under pipeline and hopefully will updated in upcoming releases. Please note that this is only in case of updating the card in Connect, whereas in Salesforce it won't fire the pre-authorization receipt.

2. Would you please grant us login access to your Salesforce account and share the Organization ID as well as the Event Name?