Recurring Gifts and New Credit Card Information

[Erin McLean-Purdon]

Recently I updated the credit card information for recurring gifts whose credit card info had expired. I assumed that updating the credit card information would restart the recurring gift. However, the recurring gifts did not resume even though the new credit card information was authorized in the C&P recurring object.

Was I wrong to assume that a bouncing recurring gift would restart with new credit card information? Should I have instead created a new recurring object with the newly provided credit card information?

Thanks for your time.

If you need more information, please let me know.

Erin

[CnP.Support]

Good day Erin McLean-Purdon

You are almost right. Here is what you need to do.

• Update the credit card (which you have done already)
• Go to the Recurring > Transaction and click on the Try Again for THAT transaction.

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.

Once you click on the TRY AGAIN button the system will prompt you, asking when you want the next payment to happen and it will set it in the queue. Try it and let us know if you have any questions.

[Erin McLean-Purdon]

Thanks for the quick response!

Could you be more specific with respect to the location of the "Try Again" button? And what transaction is "THAT" transaction? The transaction that was declined or the transaction that was approved or something else?

Thanks so much for your help.

[CnP.Support]

Erin McLean-Purdon

Since I do not have an order number, I stated "THAT" transaction which means the transaction that declined.

If you are in Connect:

• Go to Transactions & Reports (click on the launcher)
• Click on Transactions (left hand menu)
• Click on the Order Number that had declined
• Click on the Manage Recurring at the top of the page
• Scroll down to the "Recurring Siblings"

You should see a button on the right hand side of the transaction that had declined. Click on Try Again.

Try it and let me know if it works.

[Erin McLean-Purdon]

Thanks for the clear instructions. Followed them but didn't see the "Try Again" button.

Attached is a screen hot of what I'm seeing in the "Recurring Siblings" field.

[CnP.Support.AM]

Good day @Erin McLean-Purdon

Please see:

Example:


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

[Erin McLean-Purdon]

Like I said in my previous post, I navigated the page where the "Try Again" button is supposed to be. However, there was no "Try Again" button on this page. See screenshot. Why would this button not appear?

[CnP.Support]

Good day Erin McLean-Purdon

Would you please copy and paste the Order Number for the transaction you are referring to? We want to copy the order number and review it in your account.

Once we have the order number we will show you what is going on.

[Erin McLean-Purdon]

Order #: 35679-170303121809583

Thanks for your time!

[CnP.Support]

Good day Erin McLean-Purdon

Thank you for providing the information. Now that we have the details we know what is going on.

Since you have changed the credit card information the last transaction in the chain is the pre-authorization. A card that has changed will only charge again when you click on charge next.



The reason for this behavior is to provide you the most flexibility for charging the client and setting up the next payment as you want. For example given this client was last charged in March you may want (or not want) to charge them again and again in one month resulting in 3 charges in this month's statement.

I hope you see the reason for the feature.

Once you click on the Charge Next button the system will ask you when you would like the next charge to automatically process. You can set it accordingly.

Let us know if this helps.

[Erin McLean-Purdon]

That's a neat feature! Thanks for showing it to me.

However, I don't want to charge our donor for the months that their monthly gift wasn't processing, as there was a three-month lag between identifying the bouncing recurring gift and receiving new credit card information from the donor (I don't think the donor would appreciate being charged for three month's worth of donations).

So my question is whether or not it's possible to restart this gift with the new credit card information without charging the donor for the three months worth of lapsed donations.

My sense now is that I just need to create a new recurring gift for this donor. True?

Thanks again!

[CnP.Support]

Good day Erin McLean-Purdon

No you don't need to create a new recurring.

Do this please -- click on the Charge Next and read the text that pops up. I think that will answer all your questions.

When you click on the button a pop-up appears.. if you cancel it nothing will happen but if you read the instructions it will do exactly as you want.

[Erin McLean-Purdon]

As instructed, I clicked the "Charge Next" button. Attached is a screenshot of the pop-up that appears.


It seems as though the "Yes- Charge Next" option would process the donor's 3/1/2017 gift. Correct? If so, then I would have to process the 4/1/2017, 5/1/2017, 6/1/2017 gifts so the gift would process automatically on 7/1/2017 and every month after that, as per a properly working recurring gift. However, as I said in my previous post, I do not want to charge the donor for the four months worth of lapsed donations.

(And clicking "Cancel" simply brings me back to an unchanged transaction page for this donor.)

Thoughts?

[CnP.Support]

Good day Erin McLean-Purdon

Sorry but I was looking at the next update (due out the week of 19th if not next week) when I was answering your question. This is the next release's screen:



You can change the Next Installment Date. This is the upcoming feature.

So here is my suggestion.

• Go ahead and charge this person now.. so the charge will appear on their statement in June.
• When we release the update go to this transaction and change the next payment date.

Sorry but I was totally confused between the existing release & the next update.

Hope that makes sense.. if not let me know.