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Monthly Recurring Transaction Did not Process for July?

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  • Monthly Recurring Transaction Did not Process for July?

    Hi, I just noticed that some of the recurring transactions for July did not process for some of our donors. Some actually were processed on 8/1. How could this happened?
    The ones that were processed on 8/1 supposed to be 7/30?
    36448-210801114030381
    36448-210801112528434

    These one there was no deduction in July https://urm--cnp-paas.na75.visual.fo...181K000006lQBi

    Thanks,

  • #2
    Good day mjokiman

    Sorry about the trouble but here is what happened on that very day - unfortunately it was also the last day of the month.

    Click & Pledge had communication problem with the gateway on that day for processing the recurring transactions and all were run the next day. All recurring transactions are set to run correctly at the preset date as before.

    The issue is recurring transactions always run as expected and if an issue occurs they run the next day but always with correct schedule for upcoming releases.

    Sorry for the inconvenience.

    Hope that answers the question.
    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/
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    Comment


    • #3
      What about the ones that weren't deducted in July? There were several. We missed out on those scheduled transactions

      Comment


      • #4
        any updates?

        Comment


        • #5
          Hi;

          I am not sure what you mean .. do you have order numbers?

          ONLY one day which was the last day that was processed a day later. No other transactions in July were missed.

          If you have any order numbers that were not processed we will review it for you.
          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/
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          Comment


          • #6
            I gave the order number on the original post

            Comment


            • #7
              Hi;

              We replied- they were processed the next day.. it was stated in the original reply.

              All transactions on the day that was missed were processed the next day with the first of the month transactions.

              This month they were processed again. Please see the following:
              • Order #: 36448-210801114030381
                • Original Transaction schedule to be processed: July 31, 2021
                • Processed on (due to technical issues): August 1, 2021
                • Next schedule processing date: August 31, 2021 [today]
              • 36448-210801112528434
                • Original Transaction schedule to be processed: July 31, 2021
                • Processed on (due to technical issues): August 1, 2021
                • Next schedule processing date: August 29, 2021 [already done] -- please see order #: 36448-210829110324041
              I hope that provides insight into the status of both of these transactions.

              Please let me know if we can provide additional information.
              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


              • #8
                As stated on my original post:
                These one there was no deduction in July https://urm--cnp-paas.na75.visual.fo...181K000006lQBi

                Comment


                • #9
                  Hi;

                  Because they are showing up in August as they were processed in August.

                  I have forwarded this case to support so they contact and explain. These transactions have a transaction date in the month of August and naturally cannot show up in your July report.

                  I may not be understanding your question so I am hoping support can help with talking to you directly.

                  Please note that reports look at the transaction month. These transactions have a transaction month of August as they were processed in August.

                  Support will contact you.
                  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


                  • #10
                    There's no transaction in august:
                    These one there was no deduction in July https://urm--cnp-paas.na75.visual.fo...181K000006lQBi

                    Comment


                    • #11
                      mjokiman

                      You may not see the second transaction for the Order #: 36448-210801114030381 as the end of the month recurring is currently processing and running. The second one was already processed on the 29th as it was originally scheduled.

                      The order scheduled to run on August 31 is still being processed and may not have yet finished. Recurring transaction engine starts at 9 a.m. ET and runs until finished in parallel. Typically it takes about 5 or so hours - so please wait till 2-3 p.m. ET to check for the first transaction.

                      The second one should be there.

                      Support has already called you and left a message. They are following up with email.
                      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


                      • #12
                        I'm confused. First, the explanation was: All transactions on the day that was missed were processed the next day with the first of the month transactions.
                        This means since you guys missed the July 30th deduction, then you deducted on Aug 1st right? I saw some transactions with this behavior.

                        However, There are some where there were no July 30th nor Aug 1st transactions. But now you're saying: You may not see the second transaction for the Order #: 36448-210801114030381 as the end of the month recurring is currently processing and running. The second one was already processed on the 29th as it was originally scheduled.
                        I don't understand.

                        Comment


                        • #13
                          Good day!

                          Support is calling and explain on the phone.

                          I am sure they can help with this further. Just keep in mind if a transaction is done on the last day of the month and months vary in number of days.. they will flip flop on 29, 30, 31 and 28 in Feb.

                          What was scheduled for 29th has already processed on the 29th.
                          What was scheduled for 31 and was missed is running now.

                          support will call.
                          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


                          • #14
                            I am not available via phone call. Because of this issue: Click & Pledge had communication problem with the gateway on that day for processing the recurring transactions and all were run the next day. You said they ran on the next day. There are transactions that did not run the next day (August 1st). So when are they going to be ran? Are you now saying those that didn't run on August 1st (where it's supposed to run on July 31st) will ran today?? So there will be 2 transactions one to make up the July transaction and the other is for August?

                            Comment


                            • #15
                              Hi;

                              Let's start over.. I am sorry for lack of clear explanation .. I am really & truly trying.
                              • Order #: 36448-210801114030381
                                • Original Transaction schedule to be processed: July 31, 2021
                                • Processed on (due to technical issues): August 1, 2021
                                • Next schedule processing date: August 31, 2021 [today]
                              • 36448-210801112528434
                                • Original Transaction schedule to be processed: July 31, 2021
                                • Processed on (due to technical issues): August 1, 2021
                                • Next schedule processing date: August 29, 2021 [already done] -- please see order #: 36448-210829110324041

                              Let's work on the first order number: 36448-210801114030381

                              this order which was scheduled for July 31 ran on August 1. The next recurring is scheduled to run today - so the one for August is running today. The one for July ran on August 1 and the next payment which was set for August 31 is running today. Hope this is clear.

                              Does this answer the question for this one order?

                              I would like to cover each order in separate post- let's make sure this one is clear then we go for the second one.
                              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

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