"zombie" order with "Pending" status keeps pinging user

[[email protected]]

Hi! We had a user attempt a transaction whose Transaction Result reads "Pending." The charge continues to be attempted twice a day on the person's card, and when we process the temp contact, it eventually appears again. If you can look into it I would be grateful.

Org id: 00Do0000000I2hr

I've granted access.

Order No. 28969-2007190627357796009, CnP Data-200719-0045265 (https://npsafoundation.lightning.for...0UXJRpQAP/view).

Thanks!

[CnP.Support.AM]

Good day @[email protected]

We see that this transaction has been processed from WordPress PaidMemberShipPRO. Would you please share the duplicate transaction order numbers so that we can review it?

[CnP.LiveSupport.AB]

[email protected] ,

We reviewed the transaction that you reference. It appears that there were 4 attempts made originally by your patron to attempt the charge. The first 3 were declined, and the final one is the one that is listed as pending.

From what we are seeing, we would not expect that there is an attempt to charge the patron's card each day. Are you hearing this from your Patron? If so, please let us know right away!.

Posting to Salesforce happens independently of the charge request to the bank. Due to the 'pending' status and your settings in C&P Settings > Maintenance, the raw data (the C&P Data record) that has been added to Salesforce is repeating attempts to write the information into Salesforce appropriately.



To stop the problem of the Temporary Contacts getting recreated over and over, paste the order number into C&P Settings > Maintenance, and delete the Order Number. Once we discover why the transaction is stuck as 'Pending' in Connect, and sort out that problem, we can post it back to Salesforce so the data is complete.

We are seeing some anomalies in the Click & Pledge account record of the transaction, so we are reviewing those internally. Once that is sorted out, we can post to Salesforce again, and there will be no additional error. I will post here what happens with that review.


~ Amanda
C&P Customer Advocate

[[email protected]]

Thanks, Amanda. I've deleted the order number.

Yes, the customer reported getting repeated charges, but I don't know how they were informed of that - would you like me to request a copy of any notifications they are receiving? Or I can ask them for it if it keeps happening, once you've done the next bits. Much appreciated!

[CnP.LiveSupport.AB]

Our system is not indicating that they are being charged multiple times. Please check with them and let us know how what they are receiving that suggests they are being repeatedly charged. You do have an active autoresponder, and if it is firing when the status is pending, we should review that with our team.

~ Amanda

[[email protected]]

Hi Amanda - I have another order with a similar thing happening. The transaction was declined and the status is "Pending" in the data (CnP Data-200807-0045484), and my admin tells me that after she takes care of the related contact alias, it comes back the next day. The order is 28969-2008070934465207801. I haven't heard further from the patrons so I don't believe they are getting charge attempts any more, but it appears to be something in Salesforce that's happening. Let me know if you need more info from me to look into this further.

[CnP.LiveSupport.AB]

We have recently seen "Pending" transactions happen with some of our customers that are still using TransFirst. Have you looked into migrating to ProPay yet? You should have received emails notifying you about the need to migrate by October 1st.

[[email protected]]

Ah, that makes sense. Yes, the ProPay migration is on my list of things to do in the next week or so, after an active event registration period is finished. When I do it I'll check back with you. Meanwhile I will delete the order number according to your instructions in this thread. Thanks!

[[email protected]]

Hi Amanda and team -

I have several orders which keep creating contact aliases, and they may be stuck because they originated before I did the ProPay migration a couple of weeks ago. Should I delete the order numbers, per your instructions earlier in this thread, and then let you know about them so you can re-post them?

Thanks!

Maggie

[CnP.LiveSupport.AB]

Maggie,

Yes, deleting the order in C&P maintenance and then reposting from CONNECT can solve many problems- I'd give that a go. There's no reason you can't repost them yourself.

~ Amanda

[[email protected]]

Hi Amanda -

Following up on a related phenomena we discussed in this thread.

I have a couple of order numbers which have a "pending" status as "Transaction result," associated with a declined charge in an event registration. See for example Order No. 28969-2008261657588233482. These order numbers keep creating new Contact Aliases every day.

I followed the instructions you gave (delete in C&P Maintenance in Salesforce, and then re-post from Connect). The new order no. in Salesforce still has the transaction result as "pending" so I assume it will keep generating new Contact Aliases. I can wait until tomorrow to see if that's the case.

But if this is a known issue that I should address in a different way, please let me know. Otherwise I'll post again tomorrow if the contact aliases keep being generated. Thanks!

Org ID 00Do0000000I2hr
Access granted

[CnP.LiveSupport.AB]

Try turning off the self-healing for Temporary Contacts in C&P Settings > Maintenance. It's not turned on by default, so there may be some reason that you have it turned on.
But if you don't remember, I'd give it a try.

[[email protected]]

OK thanks - I had turned it on for some reason, so I just turned both of those auto processes off.