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Cancelled Recurring Donations not Updating in Salesforce

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  • Cancelled Recurring Donations not Updating in Salesforce

    When I cancel a recurring donation in Connect, it is not changing the status of the recurring detail in salesforce. What could be the problem?

    Org ID: 00DA0000000YPsk

    Example order number: 60282-2008261624076468836

    Thanks!

  • #2
    Good day @Cafe1040IT

    We just reviewed your instance and noticed that when you have canceled the recurring you were at the old version of our apps in Salesforce in which we have an issue with recurring status. However, now you are at the latest version, we posted the updated information to the recurring record. Now, the status is Canceled.
    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
      Is there any way to know which recurring cancelations need to be updated like that since they won't automatically update?

      Comment


      • #4
        Good day @Cafe1040IT

        In Connect you can view the list of credited transactions and based on that you can review in Salesforce:

        Click image for larger version

Name:	Credited.jpg
Views:	11
Size:	259.9 KB
ID:	60367

        I see that there are only 3 recurring transactions credited recently.

        Hope that helps. Please check and let us know if we can be of any further assistance.
        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
          That does not help because we do not always credit transactions when a donor cancels a recurring donation.

          Also, I had an example where I cancelled a recurring after the update to the new up-to-date version. I cancelled in Connect (the only reason we do this is that it wasn't synching from salesforce to Connect) and it is not updating salesforce to reflect the cancelation. Are they not built to sync? Do we have to update both places every time we want to cancel a recurring donation?

          Order number: 60282-210518094457531

          Comment


          • #6
            Good day @Cafe1040IT

            Ah, I apologize, it's a Credited filter in the above image. Our salesforce integration will sync in either way. Though you cancel it in Connect or Salesforce it should update the same information in both places.

            We reviewed and found that the above recurring order#60282-210518094457531 was canceled when the apps were still upgrading to the latest version and data posted to SF before the upgrade was completed which is why it is not updated the recurring.

            However, we have fixed the above order number as well. Moving forward if you see the above issue, please share the order number so that we can review it.

            Regarding the filtering of the canceled recurring, please review the C&P Data tab view name: "Error" and check records that don't have any message.

            Hope that helps. Please let us know if we can be of any further assistance.

            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
              Ok, so the error list view will show the cancelled recurring ones that did not sync properly? Great. Thank you!

              Comment

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