Duplicate temporary contacts for same order number

[kwoolf]

Hello,

Recently some of our Click and Pledge donations have been creating duplicate temporary contacts with the same order number. When I process one of the entries, the other temporary contact remains in Click and Pledge. And when I asked my admin to delete the remaining temporary contact, it deleted the processed opportunity because they shared the same order number.

What is causing duplicate temporary contacts, and how can I delete the remaining temporary contacts without deleting the processed opportunities?

Thank you.

[CnP.Support.AM]

Good day @kwoolf

Would you please grant us login access to your Salesforce account and share the order number of the transaction which you are referring to? We need to login and review what is going on.

[kwoolf]

Thank you for your quick response. I'd be happy to grant you login access—can you please let me know what you need from me to access our account, if anything other than a verbal ok?

Also: I now believe this is an issue with our Click and Pledge events page. When you're in, you won't see the duplicate contacts (at least not in the temporary contacts tab) as I have already processed them to Salesforce. Only the duplicate temporary contacts remain. The order numbers are:

CNP:1609191630233943559

CNP:1609191630233943559

CNP:1609241355307146004

CNP:1608241544333672722

CNP:1609141355301432022

The first two order numbers are from the same donor; he bought a ticket for himself and one for his staff. The duplicates of these records have been processed into Salesforce just as the others have.

Thank you for any insights you can provide!

[CnP.Support.AM]

Good day @kwoolf

How to grant login access (Click & Pledge Support): https://help.salesforce.com/apex/HTV...n?id=000003910

Include the Organization ID in this post: https://help.salesforce.com/apex/HTV...language=en_US

Looking forward to hearing back from you.

[kwoolf]

Access has been granted for Org ID: 00D400000009iVG

[CnP.Support.AM]

Good day @kwoolf

We have tried to login but we don't have access to your Salesforce instance.



Looking forward to hearing back from you.

[kwoolf]

I had followed the instructions provided for non-administrators. My administrator has gone in and granted permission, so you should have access now.

[CnP.Support.AM]

Good day @kwoolf

Those are not duplicates but the Registrant (Payer) and Attendee. We have two types of events. Named and Anonymous. The major change between these two types of events falls on contacts. To book a ticket for a named event, the registrant should provide the details of every attendee (first name, last name.. etc). Whereas for an anonymous event, the registrant can book a number of tickets. There is no need to give the attendee details.

In your case it is a named Event and since it required Attendee and Registrant information which is the reason you see two temporary contacts with same order number. There is a pull down menu at the top of the C&P Temp that shows you if they are related to event attendees or the payer. I strongly recommend you settle them so your contacts show their correct history.

However, we didn't find any information related to the order#1609191630233943559 except C&P Temp contact. It might be manually deleted from your instance. In order to fix it you will need to re-post the data from Connect. If you allow us we will fix that for you.

Hope that makes sense. Let us know if we can be of any further assistance.