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C&P Recurring Record is Canceled but C&P RecurringStatus is Active

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  • C&P Recurring Record is Canceled but C&P RecurringStatus is Active

    There are two C&P Recurring records (685151 and 685205) that have had the Status "Canceled" since January 2022 but they have continued to charge donors every month. In reviewing the C&P Recurring History, I can see the C&P RecurringStatus was changed from Ended to Active in February 2022 and I would like to know the following:
    1. Is the C&P RecurringStatus being "Active" the reason the donor continues to be charged even though the Status is "Canceled"
    2. How is it possible for the C&P RecurringStatus to be "Active" when the Status is "Canceled".
    1 week of login access has been granted and the Organization ID is 00D1U000000EMG8.
    Attached Files

  • #2
    Good day @Perc-BRC

    We are investigating the case. For now, you may cancel the recurring using CONNECT portal so that it won't charge the card. We will update you shortly.

    Sorry for the inconvenience.
    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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    • #3
      Hi, is there any update on this investigation? I have granted an additional week of login access.

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      • #4
        Also, I just cancelled the orders in the Connect Portal so the C&P Recurring Status for both orders is now showing as "Canceled" but it would be helpful to know why cancelling the orders from within Salesforce was insufficient.

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        • #5
          Good day @Perc-BRC

          Our Dev team is investigating the case to find the root cause of the issue. Once we identify it, will be addressed in the next release.

          Sorry for the inconvenience.
          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

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