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Transaction Discrepancy - Trans Central / Connect / Salesforce

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  • Transaction Discrepancy - Trans Central / Connect / Salesforce

    We have a recurring donation (payment type = eCheck) that is showing up differently on our Transaction Central Report than it is in Connect and Salesforce. On May 4, 2018 the transaction posted to our system. Connect shows it as Authorized, the Salesforce Transation also shows it as authorized, and the Salesforce Donation Record shows as Posted. However, in Transaction Central it shows that this Transaction has a Status of "Rejected." We need to figure out why it was rejected and then a) how to get to go to clear, or b) if we can't clear it, we need to reconcile the Connect and Salesforce Transactions to reflect the actual "Rejected" Status. This is a recurring donation that was set up in April. The first transaction in April seems to have posted fine through all systems, and now the June transaction seems to have posted fine (though we are wondering if that will show up as rejected on next month's Transaction Central Report as well).

    Our Org ID = 00DF00000005zU1
    Access has been granted for 7 days
    C&P Order # = 26033-180504072445229 Click image for larger version

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  • #2
    Good day @matthew@promise686.org

    This is an eCheck and we are not notified when an eCheck bounces. There is no way for us to know the status of an eCheck, when it clears, bounces, or any other status.

    eChecks are totally manual - we post the request to the gateway and they submit it to NACHA for clearing.. all is manual. If the status in Transfirst is set to decline then you will need to manually update the stage in Salesforce as gateways do not post that information back to us.

    Sorry for the inconvenience. I have asked our accounts team to verify with TSYS and get back to 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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    • #3
      So does that mean that the Transaction record in Salesforce is always going to have the wrong 'Transaction Result' (ie, Authorized)? That makes reporting and reconciling difficult as we will always have a discrepancy.

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      • #4
        Good day @matthew@promise686.org

        Yes, for eCheck upon rejection/decline you may need to update manually. Sorry for the inconvenience. One of the biggest problems with eCheck is this very shortcoming and one that we wish we did not have to offer, given it is so backward but we have no choice since clients ask for it.
        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

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