While it doesn't happen often we sometimes find that ECommerce has accepted a payment and the message has not been fully transmitted or processed in RAMCO. So your member has money debited from their card and you have the payment in your ACH report, but RAMCO still shows an open order and no payments to apply to it. There can be a variety of causes and if it is for more than one record it is a good idea to contact support to make sure everything is going smoothly, but you can get the payment created and applied to the order in your CRM.
The following is needed to complete this process:
- The total amount of the payment
- The EC control # (found on your ACH report or from the EC request summary)
1. Open the Contact Record
- From the Contact record, navigate to Payments. In the tool bar click on +Add New Payment
2. Add the new Payment record
- Contact: the Contact will automatically populate
- Payment Type: select Credit Card
- Amount: Fill in the correct amount for the payment.
- Association ID: Add your Association NRDS ID to the field Association ID
- Card Type: Select a Credit Card Type (it does not matter what you choose)
- Card Number: Enter any number for the Credit Card (since CRM does not store CC information, this does not have to be an actual number)
- Expiration Date: Fill in any future month/year for the expiration date (MM/YYYY)
- Transaction ID (EC Control): enter the EC control number from your ACH report or from the EC request summary. This field must have the correct EC Control Number.
Save the record once all fields are filled in.
3. Apply the payment
- From the Payment record, open the Payment Wizard
- Apply the payment to order
****If you need to create a payment record for a check or cash payment simply select the correct payment type and fill in the check required information for those payment types. Otherwise the process is the same as for credit cards.