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Need to cancel recurring donation. Order 36448-1704271713346341004

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  • #16
    Hi, I do need this transaction to be credited, but before you do so I need to know why I'm not able to do this since this isn't the first time I'm experiencing this issue. Also, since I need to close June yesterday, I went ahead and change the "Amount" field to $0. I don't think it would affect issuing the credit. Yes, eventually, after this transaction is credited, the recurring should be cancelled.

    Thanks,
    Monica

    Comment


    • #17
      Good day @mjokiman

      We are looking into the issue where you unable to see the Issue Credit button in the Connect. Once we get an update from our developers, we will review your Salesforce instance as well. For now we need your permission to issue credit for above mentioned order number.

      Looking forward to hearing back from you.
      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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      • #18
        I guess I don't have an option at this point. that's fine. thanks.

        Comment


        • #19
          Good day @mjokiman

          We have fixed the issue and credited the order#17611322615379729587.

          Sorry for the inconvenience.

          Please check and let us know if we can 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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          • #20
            Can you please explain what the issue was? As I mentioned before twice, this isn't the first time this is happening. We need to be able to issue credit right away. Thanks.

            Comment


            • #21
              Good day @mjokiman

              The issue which has been fixed is in the code where you unable to see the Issue Credit button in the Connect. Regarding the issue you are referring to in Salesforce, we are investigating and trying to replicate the issue. We will update this post once we able to replicate and found whats going on.

              In the meantime if you see that issue again with issuing credit for recurring in Salesforce, please let us know.

              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

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              • #22
                ok thank you

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                • #23
                  Hi, I'm running into the issue again where i see the same error message. Recurring ID 260680 and 260708.

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                  • #24
                    Good day @mjokiman

                    Are you trying to issue credit for above two recurring in Salesforce? In order to debug, we have to click on Issue Credit button for which we need your permission.

                    Looking forward to hearing back from you.
                    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


                    • #25
                      Good day @mjokiman

                      Ah, it seems you are referring to the following message:

                      Click image for larger version

Name:	message.jpg
Views:	1
Size:	110.1 KB
ID:	33936

                      We reviewed and it seems that someone in your Organization had deleted the installment#0 for $0 amount which results the above error.

                      We found that installment#0 has been posted to your Salesforce instance and also successfully transacted but we didn't find the records in the Salesforce except the C&P Data.

                      We have fixed the RecurringID: 260680 by Reposting the data.

                      See the C&P Data of the following recurring transaction:

                      Recurring ID: 260708
                      Installment#0
                      Order#36448-1704271722088581725

                      Click image for larger version

Name:	a1641000000yqzAAAQ.jpg
Views:	1
Size:	139.6 KB
ID:	33937

                      As you can see the above data has been created on 4/27/2017 but there is NO C&P Transaction records in SF.

                      Please post the above order number from Connect OR simply click on Repost button in above C&P Data, it will fix the issue.

                      Hope that helps. Let us know if we can 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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                      • #26
                        got it thanks.

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                        • #27
                          Came across another one: 264145 I reposted 36448-1705171758532137037 but the error message still showing. Also, i see that in May the credit card didn't go through. What happens when a credit card declined such as this one when there is a recurring donation? Does it not keep trying to process the next month? Thanks.

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                          • #28
                            Good day @mjokiman

                            The reason you see that message because the "Next Installment Date" is the past date:

                            Click image for larger version

Name:	Next Installment Date.jpg
Views:	1
Size:	118.0 KB
ID:	33963

                            Please note that we do not run a recurring again automatically, since you may not want to run it. We have clients that, at times, skip a month to avoid charging the client twice in a given month.

                            You need to manually Re-Process the declined one and once the Next Installment Date is the future date, the system will charge them automatically from there.

                            Hope that answers your question. Let us know if we can 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

                            Comment


                            • #29
                              Hi, in the example above, where the next installment date is a past date, but the donor called to update their credit card number, what steps do i need to take to update the credit card number? Thanks,

                              Comment


                              • #30
                                Good day mjokiman :

                                Changing the next installment date, and updating the credit card you can do at Connect.

                                Find the transaction in Connect >> Manage Recurring >> Edit/Update >> Update the 'Next Installment Date' and 'Change Payment Method' >> Update/Save

                                Let us know for 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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