Cnp Credit card transactions are not posting to accounts.

[nancina]

Several credit card transactions are not posting in SalesForce. Also when they do post in the correct account the balance due is not changing. When I make similiar transactions in Sales force the accounts change amounts and they post it is only with CNP.
Nancina

[CnP.Support]

Good day!

I am not sure I understand the 'BALANCE DUE' not changing? Click & Pledge's application does not have a balance due tracking or updates any such field.

is this field a custom field you have added or part of another application?

Would you please elaborate so we can find out what is going on with your instance.

[nancina]

It is a custom field added from Salesforce. Accounts have balances when a customer pays with the credit card it is not applying the payment to the account. I can give you several accounts to review where this is happening.

[CnP.Support]

Good day!

Our system does not update any fields other than the Click & Pledge fields. All Transactions are saved in the transaction object and create related opportunities. The opportunities are related to the Contact record.

We simply have no triggers related to that object and do not update it. So it is really outside our scope.

I can gladly arrange for us to see your instance but I am not sure what we can do since it is a custom field.