"...recurring chain is out of sync" error but Re-Post not working

[CoralReef]

We have a bunch of recurring donations in Salesforce that say "Active" but the "Next Installment Date" is in the past and there is a banner on the records saying "The recurring management options are not available since the recurring chain is out of sync. One or more payments are not posted or are still in the C&P Temporary Contacts. Please review the C&P Temp or push the missing transactions through the Connect platform. Please See: Re-Post Transaction to Salesforce"

I tried following the Re-Posting Transaction to Salesforce instructions from within Click and Pledge but we received the following error: "Insert failed. First exception on row 0; first error: DUPLICATE_VALUE, duplicate value found: CnP_PaaS__VaultGUID__c duplicates value on record with id: a1U39000005W0cj: []--null--130--(CnP_PaaS)--System.DmlException"

How can we correct the records that have the out-of-sync banner message and get these updated correctly? Thanks so much!

[CnP.Support]

Good day CoralReef

Please grant us login access and list the order numbers so we can review & fix it for you.

Let us know when we have access.

[CoralReef]

Thanks for the fast response! Just granted access - let me know if you need anything else to get into the system.

Here are a few examples
Master Order #: 1512201513551538244, 1601301730032612607, 1512262242210772547, 1512292151315249416, and 1512310133583125566. We have a large number of these and would love to be able to update all of them.

Thank you!!!

[CnP.Support]

Good day!

I was wondering why our system is not able to delete the transaction since a re-post is set to delete the previous transaction and post it again. Our team determined the root cause:

You have a trigger called: RmtOpportunityKeep



If you wish to re-post an existing transaction you need to either manually delete the related opportunities or disable this trigger so we can do what is needed.

Hope that helps.

[CnP.Support]

CoralReef

I guess it is worth asking as to why you are posting these transactions again to your instance? All transactions that have occurred are already posted.

These transactions are all declined transactions and as such their recurring has stopped. Once a card declines the recurring will stop processing. The recurring page shows out of sync since the next installment date for the recurring is in the past and as such it correctly assumes that the future ones have not posted. The recurring was declined ..

Naturally the application does not know, or cannot know, if the transaction has not been retried in CONNECT and not posted due to loss of connection. I hope you see the issue.

But as stated all those transactions you posted were declined in the past.

1512201513551538244 - 4th installment decline - next installment is 12/20/2018
1601301730032612607 - 10th installment decline - next installment is 10/29/2016
1512262242210772547 - 24th installment decline - next installment is 11/26/2017
1512292151315249416 - 2nd installment decline - next installment is 12/29/2016
1512310133583125566 - 2nd installment decline - next installment is 12/31/2016

Hope that helps.

[CoralReef]

Thank you! I guess I am confused why the recurring transaction says "Active" and how to get it to say "Canceled". Do we need to manually update them? I thought maybe the sync wasn't working but now I am not sure what the next steps are. Thanks so muhc!

[CnP.LiveSupport.AB]

Hi CoralReef

Yes, your best approach is to manually cancel the transaction, or at least to respond to it.

We don't cancel recurring transations for a decline - it could just be that their CC has expired and your organization needs to get updated information.

However, we also don't attempt to charge a declined card again if the issue hasn't been manually rectified, either by updating the card, or one of your staff members manually choosing 'Try Again'. If your organization isn't responding to the decline notices we send you, and we were to charge those cards again - you would be accumulating additional fees for no good reason, as the vast majority of cards that decline will decline the next time as well.

Our recommendation is that you take notice of declines and respond to them as soon as possible, to keep recurring schedules in sync.

[JBertrand]

CnP.LiveSupport.AB

I am having a similar issue. I am trying to issue a credit on a recurring donation, but it says I am unable because the recurring chain is out of sync. I have granted permission. Below is our org ID and the order number that needs to be refunded.

Thanks

Here is our org ID:

00Di0000000H8fk

Here is the order Number: 26861-210725121004877

[CnP.Support.AM]

Good day @JBertrand

We reviewed your instance and fixed the out-of-sync error. We are investigating the case about the "Issue Credit" option for that particular recurring record and will update you once we figure the issue. However, for now, you can issue a credit from Connect portal.