Can't find donations that have been refunded

[snesson]

We're using the Admin Portal Virtual Terminal to issue credits, and then updating the donation record in Salesforce to change the Stage to Refunded (Closed/Lost, Omitted). All was well until around December 10, when the donations we credited started disappearing. They aren't showing up anywhere, not even in the recycle bin. They appear to have been completely deleted from our Salesforce instance. Any clues on why this might be happening would be much appreciated. We're using PaaS v 8.9004.

[snesson]

I strongly suspect this is happening as a result of the donation being credited via the admin portal. It is not a result of an overnight batch job, because today at 3pm I credited the transaction in the admin portal. At 7pm, I checked for the donation and it is gone! I had kept the record ID so I could look for the record. The record has been Deleted. It is not in the recycle bin. A C&P Maintenance_SelfHealing apex job ran at 4:30 pm on 3 batches. Could that have resulted in the deletion of the donation for the credited transaction?

I also know that this is not the result of changing the stage of the donation. I changed the stage yesterday and it had no effect - this morning the donation was still there.

Another weird thing I noticed about crediting the transaction is that the autoresponder sent a receipt for the credit, but the receipt looks the same as the purchase receipt - i.e., no indication that the receipt was for a credit. Perhaps that's unrelated to the record being deleted, but it would be nice to know how to send a credit receipt with the autoresponder, or to disable autoresponder receipts for credits.

Please help me figure out why the donation records are being deleted. This data loss is a great concern to us.

[CnP.Support]

Good day @SNesson,

The Maintenance does NOT delete records without rerunning the affected data. The feature tries to resolve errors and after the 2nd try it will stop processing errors if the same message appears as the prior message.

Credit / Void tracking is part of release 9.3x feature and I am not sure which version your instance is on since your forum profile states you are on a TEST account with 501 C Partners.

Please let us know your Salesforce Organization ID so we can review your instance.

Again data is NEVER deleted - the maintenance simply reviews C&P Data and if the message indicates an error condition it will re-run the C&P Data again to resolve the problem.

Once we have your instance ID we can review. If you also know of an order number that we need to review please let us know.

[snesson]

I'm glad to know that Maintenance does not delete records. I don't even know if the problem is caused by any Click & Pledge component. It's still a complete mystery to me. But since it's only happening to credited donations, I would appreciate any clues you can provide to help me identify the source of the problem. I'm working on behalf of a client, using a production C&P account. Their salesforce organization ID is 00Do0000000agMP. I have granted login access. The C&P order number of a deleted record is: 1601141630565550348. We're using PaaA v8.9004. We can upgrade to 9.2 if that will help troubleshoot. Thank you for your help.

[CnP.Support]

Is It OK if we upgrade the instance now?

As soon as we upgrade the API Class Library you will need to re-establish connection again. The instance is in API Class Library 2.x and we are now on 4.x and the OAuth is now part of the API Class Library. As soon as we upgrade the connection will stop to work.

[snesson]

OK to upgrade us now if the following are true:
Is upgrade backward compatible? I assume so, just checking.
No upgrade required to our website C&P addons to go along with the PaaS upgrade? We're using WooCommerce addon 1.3.11 and Gravity Forms addon (the latest).
OK to still use the portal for admin functions?

Also, just to confirm, to re-establish connection, we go to portal, account info, 3rd party, SF connection, re-establish the connection, verify the email for notifications and save?

[CnP.Support]

Good day!

You asked: Is upgrade backward compatible? I assume so, just checking.

REPLY: Yes. It is backward compatible.

You asked: No upgrade required to our website C&P addons to go along with the PaaS upgrade? We're using WooCommerce addon 1.3.11 and Gravity Forms addon (the latest).
OK to still use the portal for admin functions?

REPLY: No - nothing to do on your site.

You asked: Also, just to confirm, to re-establish connection, we go to portal, account info, 3rd party, SF connection, re-establish the connection, verify the email for notifications and save?

REPLY: Yes- you need to to steps you stated. Once the upgrade is complete.

Since you are upgrading from an older release that is 3 versions behind (http://manual.clickandpledge.com/Sal...ase-Notes.html) we need to request a complete overview of the post-installation to make sure nothing is missed. This will be completed by tomorrow.

I will go ahead and update the instance to all the latest releases but please make sure we still have access to the instance tomorrow so our test team can also review the post-installations.

I will update you once the upgrade is complete.

[CnP.Support]

Good day!

Please go ahead and re-establish connection.

We are currently upgrading the PaaS app and will complete the post-installation tomorrow. For now you should do what you want to do and our review is to make sure all is OK.

Just make sure you re-establish connection at your earliest convenience, if not now.

[snesson]

I have re-established connection. You will still have access to the instance tomorrow. Thank you for your help with the upgrade.

[CnP.Support]

Good day @SNesson,

We have upgraded you as requested.

It is highly recommended that you re-establish the connection after each upgrade. To establish connection please see the following KB article: http://help.clickandpledge.com/custo...rticles/803669

Release notes:

• API Class Library 4.2002: http://cnp.mn/1PXhTsC
• PaaS 9.3001: http://cnp.mn/1PXhMxh

Important Consideration:

The following 2 points need to be considered as part of this update since you may see more temporary contacts than you had prior to this update.

• C&P Temporary Contact: In the 4.1x release Event's temporary contacts are part of the global C&P Temporary Contacts. Any attendee that was previously in the Event's temporary contact is now in the C&P Temporary Contact tab.
• Maintenance: The maintenance self-healing service (C&P Settings > Maintenance) reviews all C&P Data logs and attempts to fix any errors that may have resulted from the post. To resolve the error, the self-healing service will delete & re-posts the prior post. This action in most cases will resolve any error that might have happened due to NPSP's record locks, etc.

You may also join our Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

Please let us know if we can be of any further assistance.

[snesson]

Just FYI, the upgrade removed C&P Temporary Contacts tab from my app. I have added it back in.

I ran another test of crediting a donation to see if the upgrade fixed the problem of credited donations being deleted. The good news is that the donation is still there today. There is one thing that I don't understand though: the crediting of the transaction in the admin portal changed the donation's stage to Closed Lost.

1) is it new behavior that crediting changes the donations Stage? In v8.9 it did not.
2) It changed the stage to Closed Lost, which is not a Stage in my Sales Process. I use different stages for "Closed Lost": Withdrawn, Refunded, Written Off. Is that configurable?

[CnP.Support]

Good day!

Please do NOT add that tab. That tab will no longer work as it is the standard tab. The C&P Temporary contact is now a VF page.

The credit transaction stage is set in the C&P Settings > Opportunity > Stages. There is a stage for Credit transactions.

[snesson]

Where is the VF page? How does one access it?

[CnP.Support]

Good day!

You should have the tab already designed for you and it is in the tab list. Do not add the standard tab - we delete it when we do the post-installation. A single tab already exists called C&P Temporary Contact. See the image below:




Hope that answers your question.

[snesson]

That is the one I added back into my tab set. The one from the tab list. They have the same name but I see that the new one is a VF page.