System created a recurring donation supposed to be a one time donation

[mjokiman]

Hi, i'm processing a credit card donation for a donor. I did not check the recurring donation option but for some reason it created a recurring transaction. The one time donation wasn't processed. I did it twice because the 1st time I thought I had accidentally checked the recurring option. So the 2nd time I made sure I did not check it and it still created a recurring transaction.
Here are the order numbers: 36448-2010080302583746698 and 36448-201008030630935

I just processed another one and it did the same thing, it created a recurring transaction.584707 36448-2010080314325769991
Org ID: 00D41000000G4f0

Access has been granted.

Thanks,

[mjokiman]

Any updates?

[CnP.Support.AM]

Good day @mjokiman

It looks like due to the timezone difference it has considered a future date transaction with a one-time installment. Now it processed. We are investigating the case to find out what's going on.

[mjokiman]

I need to process more credit cards. Is the system going to create recurrings again?

[CnP.LiveSupport.AB]

What time were you entering these into Virtual Terminal? The system suggests it was happening between 12:03 and 12:14 AM on October 8th. Were you actually entering them just after midnight?

Your Salesforce instance is on Pacific Daylight Time (GMT -07:00) and your C&P Account is set on Pacific Time (GMT -08:00). So if you're entering the donation in Virtual Terminal at 12:03 in Salesforce, the C&P Account is receiving it and scheduling it at 11:03 on October 7th, and scheduling it for October 8th at 12:03.

Pacific Daylight Time is not one of our options in CONNECT, so we will review that, but as long as you're not entering donations between 12:00 am and 1:00 am, you won't experience the problem. We will review internally and recommend whether or not to update your Account Setting in Connect.

[mjokiman]

I probably did do them during that time. Does this also happen when donors go on our online donation form?

[CnP.LiveSupport.AB]

No, the online donation form is entirely separate from Salesforce. It's the fact that the Virtual Terminal's time zone setting was different that caused the issue - the online donation forms are submitting directly through the C&P account, so their time is set by the C&P account.

[mjokiman]

I have about 20 donations that I entered this morning (630 am PST) experiencing this issue again where they're being processed as recurring transaction even though I entered them as 1 time.
Here's an example: 36448-201101093033714

[CnP.Support.AM]

Good day @mjokiman

We are investigating the case and will update you once we figured out what's going on.

[mjokiman]

Any updates? I need to close October and these 'recurring donations' are holding me up. Thanks!

[CnP.LiveSupport.AB]

Hi Monica,

Now that your Company Info in Salesforce is on Pacific Standard Time, and your user is on Pacific Standard Time, matching your C&P Account timezone, a one-time donation in the Virtual Terminal is coming through as one-time, rather than recurring. Changing the timezones in Salesforce seems to have resolved the issue.

[mjokiman]

Hi , for the last 20 or so donations that I processed on Nov. 1st, I processed them around 630am PST. I don't think the difference in the timezone would affect these donations

[CnP.LiveSupport.AB]

In October, I looked at your Salesforce Company Info timezone, and your Salesforce User time zone setting, and they were set to Pacific Daylight Time (GMT -07:00) while your C&P Account was set to Pacific Time (GMT -08:00).

I ran a test transaction from your Virtual Terminal yesterday, and the transaction was treated as a one-time donation.
I checked the timezone set under Company Info and your User profile again, and they were set to Pacific Standard Time (GMT -08:00)

I don't know when or if someone changed your Salesforce instance from Pacific Daylight Time to Pacific Standard Time.
But we don't know when that setting was changed - so I can't tell you if this was the issue on November 1st. The next time you run a transaction in the Virtual Terminal, be sure to double check the date that's listed as the Charge Date.
By default, is should be the current date.

By all means, let us know the next time you run a one-time transaction from the virtual terminal whether or not it is processed as a recurring. But the Salesforce setting was changed, and when we ran a test transaction, the problem did not happen again.

[mjokiman]

what's the time difference between PST and PDT? Since I entered these transactions on Nov 1st around 630 am PST, what time would that had been in PDT?

[CnP.LiveSupport.AB]

Places in the Pacific Time Zone observe standard time by subtracting eight hours from Coordinated Universal Time (UTC−08:00). During daylight saving time, a time offset of UTC−07:00 is used.
The difference is an hour