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C&P recurring out of sync between C&P and Salesforce

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  • C&P recurring out of sync between C&P and Salesforce

    Hi there,

    I noticed some odd behavior with recurring ID 295706 for OID 00DA0000000HNy0. First, there was a donation that was meant to be charged in September 2018, but wasn't; second, there were opportunity records that were not attached to the C&P recurring record, but were indeed part of it when I looked in C&P. I deleted and re-posted all of these transactions into Salesforce, and they're connected correctly to the C&P recurring record now. However, now I'm noticing that the status of the recurring is cancelled in Salesforce, but it's still ongoing in C&P.

    How can I make sure to get the recurring active and back on the right schedule again? Access has been granted for a week.

    Thank you,
    Jessica

  • #2
    Good day @jkwok

    We are reviewing the above case and will get back to you shortly.
    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


    • #3
      I wanted to see if you were able to take a look at this issue yet. Thank you!

      Comment


      • #4
        Good day @jkwok

        I deleted and re-posted all of these transactions into Salesforce, and they're connected correctly to the C&P recurring record now. However, now I'm noticing that the status of the recurring is cancelled in Salesforce, but it's still ongoing in C&P.

        May I ask you to please follow the above steps again and let us know what you see?
        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


        • #5
          Thanks - I did it again and now it is saying that the recurring chain is out of sync. I double-checked and all of the transactions are in Salesforce correctly, save for the pre-authorization charges (which we don't bring into Salesforce).

          Comment


          • #6
            Good day @jkwok

            I just reviewed your instance and we do not have access to your account. Please grant us access so that we can review it.

            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


            • #7
              I've granted access for another week. Thank you!

              Comment


              • #8
                Good day @jkwok

                Please see:
                Click image for larger version

Name:	next date.jpg
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ID:	42973

                As you can see the Next Payment Date is the past date which is the reason it shows out of sync in Salesforce. Since you have changed the credit card information and charge the card for past installments. A card that has changed will only charge again when you click on charge next and until the Next Payment Date should be the future date.

                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 August 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.

                Now you have two options to bring the above recurring back on the track:
                • click on the Charge Next button and charge the card until you see the next payment date as the future date
                OR
                • Edit the Recurring and change the Next Payment Date to any future date as shown in the below image. In this case, the updated information will not post to Salesforce until the next installment processed and the recurring will be put in out-sync-status until the next payment come in.

                Click image for larger version

Name:	future date.jpg
Views:	1
Size:	91.9 KB
ID:	42974
                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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