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Donors charged incorrect amount (amount of their birth year)

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  • Donors charged incorrect amount (amount of their birth year)

    Hi there,

    Over the past couple years, donors have been charged the incorrect amount; instead of the amount they select in the form, they are charged the amount of their birth year. This has happened 3 times in the last two days, and a handful of times prior to that. I suspect that this is due to an autofill issue -- perhaps when the donor is entering their address, their birth year auto populates the donate amount, overriding the amount they selected. No where on our form do we ask for the donor's birth date. From what I can tell, the issue occurs when the donor attempts to contribute $100 (assuming the birth year auto-populates when they type "1").

    I have advised donors to disable autofill in their browsers, but I'm hoping there's a way to prevent this from happening again even if autofill is enabled in their browser. Please let me know what can be done as this has inconvenienced our donors and we are spending a lot of time trying to remedy the issue. We are in the middle of our biggest campaign of the year, so please respond at your nearest convenience.

    Thank you,
    Angela

  • #2
    pal_legal

    Sorry for the trouble you are having but please note that we only process the data you are posting to us. Based on your message I am assuming you are using the FaaS processor. Have you tested it with the verify site?

    https://verify.faas.cloud.clickandpledge.com

    just change your POST to post to the above link - the page will show you exactly what you are posting to us. We cannot possibly make up the values so it has to be your form. If you post the data we process it.

    If you want send us your form link and we can review it for you. I am sure if you post your form to verify you will see the problem.
    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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    Comment


    • #3
      I'm sorry - I'm confused by your response! I should post my post to the verfy.faas.cloud.clickandpleged.com link? Thanks for your patience

      Comment


      • #4
        Good day!

        Your custom form is posting the data to our API so if you see the manual: https://manual.clickandpledge.com/Fo...a-Service.html

        The manual shows how to post your data to the FaaS processor as you are developing the form. This will help you identify your issue. Do you know who has designed your FaaS form?
        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

        Comment


        • #5
          I'm not totally familiar with these terms but we had a developer design our custom form but they are not available now to help with the issue. What data am I posting to the FaaS processor?

          Comment


          • #6
            pal_legal

            We truly (& I mean truly) love to fix your issue but we do not know anything and have no information about your case. For us to know what is going on we have to see the form. I have asked for it a couple of times.. may I have (please) the link to the form you are having the issue with?

            If we can see the form we can try to help. At this time you are describing a problem with a FaaS form that your developer has developed and is getting an error. How can we possibly fix this or provide any suggestion?

            Please let me know the link so we can review it. Thank you.
            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

            Comment


            • #7
              I'm sorry - your request wasn't clear to me before, you didn't ask for a link to the form! I of course wasn't expecting you to fix anything without more information. Here is the link to the form on our donate page: https://palestine-legal.squarespace.com/donate/. Please let me know any support you can provide. I appreciate your help!

              Comment


              • #8
                pal_legal

                Perfect! thank you.

                Our developers are notified to review this form and we will get back to you by tomorrow. We have to copy the form to our local test servers and stress test it to determine the root cause of the problem.
                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

                Comment


                • #9
                  Wonderful. Thank you for your help!! I'll look forward to hearing from you.

                  Comment


                  • #10
                    pal_legal

                    We have tested your form and see this issue only in Google Chrome. We have seen this before where Google simply ignores what a field is called and its AI guesses what value should go to which field. In your code you have specifically stated that Autocomplete is ON so that is why the users use it. Of course it is a great feature and we are not suggesting that you remove it.

                    Here is a solution and one that we are now testing.

                    We have tested the form and it seems like Google auto-completes the form incorrectly when that field is called "Other". We are adding an option to our FaaS processor so the field name works when the field is called "OtherPrice" instead of "Other". Our initial test shows that Google ignores the field when it is called "OtherPrice". Our testing team is currently testing a large number of forms with all browsers to ensure this trick works.

                    We should have an answer by tomorrow as the test finishes. Once done we will update the platform and on Monday we will update you what change you need to make to your form to ensure this Google bug does not affect you. We have searched for other reported cases and there are a ton of posts about this Chrome issue. See example: https://stackoverflow.com/questions/...g-wrong-fields

                    We will update you once the change is live.
                    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

                    Comment


                    • #11
                      Wow, thanks for getting back to me about this. Sounds like the right solution. Let me know how the testing goes and what changes I would need to make to our form. I actually don't know how to edit it, so if you have any thoughts about that, it would be appreciated. I know the developers built the custom form on top of the C&P standard forms, but I don't know where all of that coding lives? In our Click & Pledge account? On our website? Forgive my ignorance, and thank you again!

                      Comment


                      • #12
                        pal_legal

                        The code is on this page: https://palestine-legal.squarespace.com/donate/

                        Your developers have programmed the form using our API and the code resides on your website. We have no control or access to that page and code.

                        Hope that helps.
                        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

                        Comment


                        • #13
                          Thanks. I've asked the person who developed the page to let me know how to access it, because I can't edit it the way I would normally edit information on a page. Thanks, and keep me posted.

                          Comment


                          • #14
                            Hi there, I wanted to check in on the status of this. Can you let me know? Thank you!

                            Comment


                            • #15
                              Good day!

                              Sorry for the delay in getting back to you. The update was part of a bigger update which went live yesterday.

                              Here is the change you need to make. Please see the lines of code from your form: - as is in this link: https://palestine-legal.squarespace.com/donate/

                              Click image for larger version  Name:	2019-05-29_13-24-48.jpg Views:	0 Size:	59.8 KB ID:	46486


                              The change that was made to help with this Google bug is the change of OTHER field name to OherPrice - so your form should look like this for the 2 lines that are highlighted:

                              HTML Code:
                              <input type="radio" name="UnitPrice1" id="UnitPrice1" value="OtherPrice1"><label>Other</label>
                              <input name="OtherPrice1" id="OtherPrice1" type="text" size="10" />
                              Since the name is different than OTHER, it seems like Google ignores it. It is mind bugling how long this Chrome bug has been going on and they do not do anything about it. I guess when you are big enough it does not matter. No other browser behaves this way, e.g. Firefox, Opera, Edge

                              Please change it and see if this resolves your issue. We have done a lot of tests and have had live tests with forms for a while and have not been able to duplicate the issue.
                              Last edited by CnP.Support; 05-29-2019, 12:33 PM.
                              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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