Not able to Issue Credit

[mjokiman]

Hi, i'm trying to issue credit for this transaction 36448-211203093223304. It is a recurring transaction that we cancelled. We're not able to issue credit for this one as soon as I hit Issue credit it took me to the recurring transaction page. It's not ideal that we have to do the refund first and then do the issue credit. Sometimes donors would request to cancel their transaction and later on they'd ask for a refund. Please let me know how to issue credit on this transaction. Access has been granted.

Thanks

[CnP.Support.AM]

Good day @mjokiman

Would you please try to issue credit in Connect and let us know if you find any issues there?

[mjokiman]

yes it said
Credited successfully.
But it didn't update the opportunity record in Salesforce.
I have staff members who do not have access to Connect (they don't need to) but need to be able to issue credits in Salesforce. How can this issue be fixed?

[CnP.Support.AM]

Good day @mjokiman

Please note that when you click issue credit on the transaction details page, in case of the recurring transaction, it will redirect to the recurring details page and that is the expected behavior. Once you are on the recurring details page, there you can issue credit. You will see the issue credit button for the last installment order number.

Regarding the opportunity record, it is updated now.

[mjokiman]

I was clicking on the Issue credit on the recurring details page, where I would expect to be able to do the refund. That was not happening. So it's an issue that needs to be looked at of why I couldn't issue credit there. Please let me know what caused the issue and if it's been fixed.
The opportunity record is still not updated. Where are you seeing that it has?
Thanks

[CnP.Support.AM]

I was referring to the order# 36448-220103091523474 which from same recurring chain for which opportunity record updated.

May I know to which Order# it is showing Credited successfully in Connect?

[mjokiman]

I'm not sure I follow. This post is in regards to this order # 36448-220103091523474 Thus this is the transaction that I credited through Connect as you have told me to do.

[CnP.Support.AM]

Good day @mjokiman

Ah, I see that you have posted a different installment order number in your initial post. For the above order#36448-220103091523474 see the opportunity record:




We are unable to replicate the issue in our test instances. Do you have any other installments that you want to credit? Please let us know so that we try to issue credit in your instance and see what's going on by enabling the debug logs.

[mjokiman]

I got confused since you're asking for the order number again...i had posted the correct one when I created the post originally: Not able to Issue Credit

03-01-2022, 04:01 PM
Hi, i'm trying to issue credit for this transaction 36448-211203093223304

I had credited this one through Connect. It's confusing that you guys keep asking me questions when all the info is all on the post. I have to keep going back and forth between connect, SF and this post.

[CnP.Support.AM]

Good day @mjokiman

Sorry about the confusion. We just want to be clear that what we are looking into is the correct order number.

Please see:



The order number which you are referring to i.e. 36448-211203093223304 is not yet Credited but the one which you have posted in your response i.e. 36448-220103091523474 is credited.

Hope you see the point of confusion.

However, please let us know if there is any order number you are still facing any issue with issuing Credit in Salesforce so that we can review it by enabling the debug logs.

Sorry about the confusion and thank you for your patience.

PS: To be more clear, in the future, if you face the same issue with Credit as above, then please let us know so that we can try to issue credit in your instance by enabling the debug log to find out the root cause of the issue.

[mjokiman]

ok so we are back to square one...as I had mentioned, I went to Connect like you asked me to and credited there and I got the message that said Credited successfully. If it's still not showing that it's credited then I don't know what else to do. Let's just start from the beginning where I originally posted about not being able to credit. All the information is on the original post so I don't have to keep going back and forth. Please look back at the original post and troubleshoot from there. Thanks.

03-02-2022, 11:20 AM
yes it said
Credited successfully.
But it didn't update the opportunity record in Salesforce.
I have staff members who do not have access to Connect (they don't need to) but need to be able to issue credits in Salesforce. How can this issue be fixed?