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Recurring echeck did not cancel?

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  • CnP.LiveSupport.AB
    replied
    The History tracking is still in place. You can see in the history that the field was modified by the Salesforce Integration User which is how we could tell the change occurred automatically, and not by a user manually cancelling the C&P Recurring.

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  • mjokiman
    replied
    Please do not make any changes to our instance before discussing with me first. We have the history tracking for a purpose. Please turn it back on.

    There is no confusion. You can see the name of our user who cancelled the recurring in April in the history.

    Leave a comment:


  • CnP.LiveSupport.AB
    replied

    36448-2103151728499765802 (Donor "MA) was created on March 15th as a pre-authorization, and scheduled for the first payment to run on April 1st.

    36448-2103011931527109019 was created on March 1st. It was not a pre-authorization. URM received the income for this transaction - it's in the Settlement Report for March 3rd, Sweep 2787108. That transaction was reversed on March 5th because of the ACH return. The reversal of the charge is reflected in the Settlement report for March 6th, Sweep ID 2788268

    Perhaps saying it was 'credited' was misleading - I saw the word 'credited' in the Related C&P Data on the C&P Recurring record, but in this context that's just indicating that the reversal of the charge posted to Salesforce, not that someone had manually credited the transaction.

    Changing the Cancelled field happened behind-the-scenes automatically when the app received information that the first payment was returned - you do not see the Cancelled field on the C&P Recurring screen. Most users don't see C&P Recurring History at all.
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    Your Salesforce instance shows "C&P Recurring History", because when you have brought up concerns about a C&P Recurring in the past, we turned 'History Tracking' on for C&P Recurring - so that when certain fields were changed on the records, the change is recorded. The Cancelled field probably looked like it would be relevant, so history tracking was turned on for this as well - but as it turns out, it's just causing confusion.

    But no one manually cancelled that recurring. The field value was changed programmatically when the "Salesforce Integration user" (the app) recorded the ACH Return .
    If someone had manually cancelled the C&P Recurring, the Status field would have reflected that change - as it did when the Recurring was cancelled on July 2nd.

    I have turned off History Tracking on the Cancelled field since obviously it created confusion for a viewer.
    You should rely on the Status field to reflect the current status of the recurring.

    If your users make use of the "Cancel Recurring" button to cancel a Recurring, this will alter the Status field, and prevent future payment attempts.



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  • mjokiman
    replied
    Hi, shouldn't you be looking at the recurring transaction associated with the opportunity? You can see that it's already cancelled in April
    4/6/2021 4:25 AM Saleforce Integration Changed Canceled from false to true

    It wasn't credited in March. We set it up for a future withdrawal date that's why it's showing $0. That's how C&P set up works whenever we set up a recurring transaction to start with a future date. Whether for echeck or credit card.
    Last edited by mjokiman; 07-12-2021, 10:04 AM.

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  • CnP.LiveSupport.AB
    replied
    mjokiman,

    36448-2103151728499765802 shows in Salesforce as having been cancelled July 2nd. The initial attempt to charge this echeck was returned in April, but that does not mean that the transaction was cancelled, simply that it did not go through. This is similar to what happens if a recurring credit card transaction was declined. Were you thinking someone had manually cancelled the donation?

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    36448-2103011931527109019 seems similar- the echeck was returned the first time there was an attempt to charge it. It appears someone 'credited' the first payment that was attempted in March - that is, the first payment was on 3/5/2021, and it was credited on 3/6/2021 - but this does not cancel the recurring, only issues credit for the single payment.

    Your staff can cancel the recurring in Salesforce by going to the C&P Recurring screen and clicking "Cancel Recurring" on the C&P Recurring record.

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  • mjokiman
    replied
    I cancelled in SF instance and as you've instructed now through Connect as well. Did not cancelled through bank. We do not have contact info at the bank. Login Access has been extended. Thanks,

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  • CnP.Support.AM
    replied
    Good day @mjokiman

    We are working on your case but yet to replicate the issue in our test instances. Would you please confirm that you have canceled the recurring in Salesforce instance OR do you have canceled it through the bank?

    Also, please extend the login access to your instance.

    Leave a comment:


  • mjokiman
    replied
    thanks. Any updates?

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  • CnP.Support.AM
    replied
    Good day @mjokiman

    We are investigating the case and will update you once we find the root cause. However, for now, please cancel the above two eCheck recurrings from Connect.

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  • mjokiman
    replied
    Access has been granted. Yes it's showing cancelled in SF on the day we cancelled it

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  • CnP.Support.AM
    replied
    Good day @mjokiman

    We checked in the system and found those recurring transactions never canceled. Does it showing as canceled in Salesfsorce? Please grant access to your Salesforce instance so that we can review it.

    You may also cancel the recurring in Connect.

    Leave a comment:


  • mjokiman
    started a topic Recurring echeck did not cancel?

    Recurring echeck did not cancel?

    Hi,

    We have cancelled a couple echeck recurring transactions in SF but just realized that they didn't get cancelled because the system still made attempt to process the transactions. Here are the order numbers
    36448-2103151728499765802 cancelled in April
    36448-2103011931527109019 cannceld in March
    Thanks
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