Recurring Donations - Managing Decline Transactions

[[email protected]]

Is there a way to delete (or undo) a transaction that is part of a recurring donation? While trying to enter new credit card information for some of our declined recurring transactions, I put the wrong credit card under the wrong recurring record (ie, the recurring record for one family now has a transaction with a credit card for a different family). I don't see a way to delete and it doesn't appear that you can change the recurring ID on the transaction record.

[[email protected]]

Additionally, how do you change the status from active to cancelled? I've tried hitting the cancel recurring button but it does not work. And for some reason, there are recurring donation records that show the Status as Active on the Recurring Detail Page, but when I run a report, the Status shows as a null value.

[CnP.Support.AM]

Good day @[email protected]

Once the transaction processed, it cannot be delete or undo. You may credit/refund the transaction which has been charged on the wrong Credit Card and update the recurring with correct Credit Card information in Connect as well as in Salesforce.

Connect - Credit/Refund: http://help.clickandpledge.com/custo...ticles/2598285
SF - Credit/Refund, Cancel Recurring: https://support.clickandpledge.com/s...--issue-credit

In both the above links you will find the Cancel Recurring button.

Please grant us login access to your Salesforce account and share the order number of the cancelled recurring so that we can review.

[[email protected]]

Login access has been granted and our org id is 00DF00000005zU1

I ran a report that groups records by C&P Recurring Status. The report has a group that is listed as having NO C&P Recurring Status. However, when I open each of the C&P Recurring records, there is a field called 'Status' with the value 'Active'. I've tried using the 'Cancel Recurring' button on these records but after they process the Status field on the recor still says 'Active' and they still show up in the same grouping in the report with NO C&P Recurring Status. Below is a screenshot of the report and records: just the top section that says 'C&P Recurring Status: - (9 records)'

[CnP.Support.AM]

Good day @[email protected]

Would you please share the report link/report name of the above report which you are referring to? We unable locate it. However, for cancelled recurring, we have field called "Cancelled" in the recurring report in which the checked box is represent as Cancelled. Please include that field in the report and check.

Hope that helps.

[[email protected]]

The name of the report is 'C&P Recurrings by Status' and the link is https://promise686.my.salesforce.com/00O0G000006aQFS

In the report you will see that there is a group where the Status is unspecified (blank) but there are some with the Cancelled checkbox checked and one with the Cancelled checkbox unchecked. We are unable to change either the C&P Status field or the Cancelled checkbox field.

[CnP.Support.AM]

Good day @[email protected]

We need little more information. When you clicked on the Cancel Recurring button in Salesfroce, do you see any error? Would you please share the order number of the recurring transaction which are referring to?

Please note that the status of the cancelled recurring transaction is part of last 2 releases. Previously we don't update the status of Cancelled Recurring transaction in the records which is the reason you don't see some of those in the report.

You may view the recurring transactions under C&P Recurring tab with different views as follows:



Hope that helps.

[[email protected]]

This is EXTREMELY confusing and beyond frustrating (the design, not your questions). There are two fields that seem to communicate the same thing - Status (text field) and Cancelled (boolean field). Ultimately, we are trying to figure out what they were designed to do, what the differences are between them, and how to use their functionality(ies) so that we can manage our Recurrings. There also seems to be a possible third field in play because I have records like Recurring ID 81006 that have a Status of Active, don't have the Cancelled checkbox checked, and still manage to show up on the C&P Recurring Tab's 'Canceled Recurrings' view. Plus, if you look at the report above, it shows Recurring ID 81006 as having no Status, but when you open the actual record, the Status field says active. Plus, it shows up in the C&P Recurrings tab's Cancelled Recurrings view even thought the Canceled checkbox is not checked. I have no idea how to tell what is what - the C&P Recurring Status in the report says something different than the Status field on the record, which is different from what the Canceled checkbox says, which is different from what shows up in the Cancelled Recurrings view. As for what happens when I click the Cancel Recurring button on the Recurring record (ie, Recurring ID 81006), there is no error message or anything - it appears to process it and reloads the record with the same Status (Active) and when I go back to the C&P Recurring tab and select the 'Canceled Recurrings' view, it still shows up on that list. be able to view the Canceled checkbox it is still unchecked.

Is there anything that says what each field is designed to do, the differences between them, AND how they are designed to be used. If The article at http://help.clickandpledge.com/custo...ticles/2362823 is of absolutely no help in figuring this out.

[CnP.Support.AM]

Good day @[email protected]

Sorry for your frustration. The reason you see the discrepancies in the Report for Recurring status is because as stated above in previous versions we don't have the Cancel Recurring option at Salesforce and if you notice those Recurring records are very old.

In the latest release of PaaS we have an Cancel option for recurring transaction for which the last instalment is declined whereas in earlier versions we can't cancel the recurring if the last recurring instalment having declined transaction.

However, we have fixed most of them except 3 records. We notice that below 3 are NOT cancelled and have last instalment is declined. Once if we upgrade your instance to latest version, those 3 will show the correct status:

142880
159800
141933

Please let us know if you wish for us to upgrade your instance.

Looking forward to hearing back from you.