Recurring Transaction voided? Order 36448-170626111344366

[mjokiman]

Hi,

We had cancelled a recurring transaction because the donor wanted a different recurring date. We were able to do that and create a new one. However, when we created a new one, there's a 'void' transaction that we don't know why it shows voided and we don't know why it's showing up in the first place because all we did was created a new recurring transaction to start on July 1st. Here's the order number where the transaction was void 36448-170626111344366. Recurring ID:

269561.

And the recurring transaction shows
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.

Please help.

Thanks,
Monica

[CnP.Support.AM]

Good day @mjokiman

The reason it shows the status as Void because since you have used Card on File, we simply charge the card with a dollar to verify it is still a valid card. Once it verified/authorized the card successfully, we credited back the amount to the card.

Please note that the"Void" means that the organization Voided it so quickly that it won’t even come out of the clients account to begin with.

May I ask you why you have cancelled the recurring to change the date of the Installment? You may do that without cancelling the recurring by simply update the recurring under Manage Recurring option in Connect.

[mjokiman]

Thank you. I didn't realize you can change the date in connect. Not all my staff have access to Connect so I just have them make the edits in Salesforce. I don't want too many people have access to that backend (connect) so I guess I'll be the one managing changes to the recurring then.

So in Salesforce the only thing you can do is edit the credit card number right (in addition to cancel)? Just want to make sure we are clear on what's the difference between the two . Thanks
Monica

[CnP.Support.AM]

Good day @mjokiman

Yes, except the next installment date, you may update the Credit Card info, Charge Next , Edit Contact Info and Cancel Recurring in SF.

Hope that answers your question. Let us know if we can be of any further assistance.