Clarification on process around updating credit card for recurring donation

[jkwok]

This is something I've not always been 100% clear on, so I'd appreciate some clarification.

My client has a recurring donor (ID 249170) and his card was charged on 1/1/18. His card declined for that transaction, and on 1/2, my client updated his credit card (twice in fact, on accident). I understand that there are $0 charges for the pre-authorization process. Now that his Next Installment Date is past date, we're getting the error "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.", which I understand is standard behavior.

What's the next step in terms of getting his card charged again? Will it happen automatically, or not until 2/1/2018? Is there any way to charge for his 1/1/2018 donation to get back on schedule?

Thank you!

OID is 00DA0000000HNy0 and I've granted access, if that helps.

[CnP.Support.AM]

Good day @jkwok

Please note that we do not run a recurring again automatically for the past recurring installment, 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.

Here is what you need to do >> Go to the Recurring > Transaction and click on the Try Again for THAT transaction. Once you charge the card for that installment, it will set it in the queue for next installment date.

Hope that helps.

[jkwok]

Thank you! In Salesforce, I went to the C&P Recurring record and then into the transaction detail record for the declined transaction. The only options I see are: Edit, Virtual Terminal, Resend Autoresponder, Process Similar Transaction, and Activity. Are we supposed to be using the Virtual Terminal in this case?

[CnP.Support.AM]

Good day @jkwok

Please login to the Connect and locate the transaction >> click on Manage Recurring >> click on Charge Next button. This way it will charge the card now and will be in the queue for next installment date.



Hope that helps.

[jkwok]

Got it, thank you! I thought I had remembered being able to charge the declined transaction from the Salesforce side. Am I imagining this, or is it that in certain cases we need to go into the C&P portal?

[CnP.Support.AM]

Good day @jkwok

That is true but in this case, the transaction has been pre-authorized twice and it only offers the option to charge the decline transaction for the last transaction in the list.