Need to cancel recurring donation. Order 36448-1704271713346341004

[mjokiman]

Hi,

I need to cancel this recurring donation. Order 36448-1704271713346341004. But there's no cancel button only 'activity' button. There is an error message:

The recurring management options are not available since the recurring chain is out of sync. One or more payments are not posted or are still in the C&P Temporary Contacts. Please review the C&P Temp or push the missing transactions through the Connect platform. Please See: Re-Post Transaction to Salesforce

I don't want to repost because then another opportunity will be created right? (The donor will be charged again?). I just want to cancel the recurring donation and issue credit for the opportunity associated with this recurring donation.

Thanks,
Monica

[CnP.Support.AM]

Good day @mjokiman

Posting the missing transaction from Connect to Salesforce will NOT charge the card. Simply it will post the data and update the records in SF. However, you may cancel the Recurring and Issue Credit within Salesforce by posting the missing transaction (To keep the records updated in SF) OR you may do that through Connect and Issue Credit.

While reviewing we noticed that your account is NOT connected to SF:




Before posting the missing data, you need to re-establish the connection: https://support.clickandpledge.com/s...ion#Salesforce

Hope that helps. Let us know if we can be of any further assistance.

[mjokiman]

That's weird that our account is not connected to Salesforce because we do have transactions posted in SF. And what caused us to be disconnected? Because for sure we have transactions posted.

thanks

[CnP.Support.AM]

Good day @mjokiman

Have you re-established the connection after upgrading to latest versions?

We found that for above order number, data has posted to SF but it seems you or someone in your organization had deleted the transaction which breaks the chain of recurring record.

However, we have reposted it within SF and now you see the options to cancel/issue credit on the recurring detail page.

[mjokiman]

Hi, When I clicked Issue credit (there are 2 recurring donations thus 2 transactions so I need to cancel one of them) for this order 17517144049371287414, nothing happens. I need to refund/issue credit first then cancel the recurring correct?

[CnP.Support.AM]

Good day @mjokiman

What do you mean by nothing happens? Do you see any error message?

You cannot issue credit for the installment#0 since it is just pre-authorized the card with $0. You may issue credit to the installment#1 as shown in the below image. Would you please try to issue credit and let us know what you see?

[mjokiman]

When I clicked issue credit it takes me to the transaction detail page. When I clicked issue credit on that page it takes me back to the recurring donation.

[CnP.Support.AM]

Good day @mjokiman

That is an expected behaviour when it takes you to the Recurring Detail page from Transaction detail page. When you click issue credit at Recurring detail page the confirmation popup appears as shown in the below image:

[mjokiman]

Yes I got the pop up but as I mentioned, nothing happened. I did all this clicks and you still see the donation as received not refundeded/credited right?

[CnP.Support.AM]

Good day @mjokiman

Strange! Is it okay for you if we try to issue credit for above recurring transaction? Please note that you may issue credit/cancel recurring through Connect as well: http://help.clickandpledge.com/custo...es/2598285#How to Credit a Transaction

[mjokiman]

Yes, if you can give it a try that'll be great. We need to cancel the opportunity then the transaction since we've entered it twice.

[CnP.Support.AM]

Good day @mjokiman

It seems the access had expired. Would you please extend the access to your instance so that we can review it?

[mjokiman]

I already went ahead and cancel through connect. It doesn't let me cancel in Salesforce

[mjokiman]

I have another transaction that needs to be credited order number: 17611322615379729587. When I clicked issue credit it takes me to the transaction detail page. When I clicked issue credit on that page it takes me back to the recurring donation. I went to Connect, there's no "Issue Credit" option. I need to credit this transaction ASAP please. Please let me know why this is happening since this is not the first time i'm experiencing this issue. Thanks.

[CnP.Support.AM]

Good day @mjokiman

Strange! we are looking into the issue. If you want us to issue credit for the above recurring transaction (order# 17611322615379729587), please let us know so we can do that for you until we investigate the issue.

Please note that, if in a recurring all the installments get credited then, automatically that recurring will get cancelled

Looking forward to hearing back from you.