Donations Not Processing / Apex governor limit warning

[geoffccfy]

I have received two reports today from potential donors that they were unable to complete a transaction through one of our Click and Pledge Connect campaigns. I tested myself - in my first 3 tries, 2 transactions failed to process.

At the same time, I've received multiple emails today from Salesforce with the subject: "Apex governor limit warning".n The text reads:

Operation: insert.Account

By user/organization: *** /

***

Caused the following Apex resource warnings:

CnP_PaaS:Number of SOQL queries: 52 out of 100

(these emails can be disabled from the user detail page for this user)

Are the failed donations related to the Salesforce error messages? What do I need to do? We may lose donations because of this.

[geoffccfy]

Hi @Support.Department. Any news on this front? This is a pretty serious/urgent issue. Account # 25238 for reference. Thanks.

[geoffccfy]

I went ahead and submitted a service ticket.

Has anybody else experienced this problem with donations failing to process? Is anybody else getting this message from Salesforce?

If I get a response to my service ticket, I'll share.

[CnP.Support]

Good day!

This issue is being researched and we are trying to make sure we know the exact cause. The transactions are still being processed without any issues & once we figure out why this is happening we will make sure they post to your Salesforce instance.

Please give us a little time to figure out the root cause.

[Abdul]

Good day @geoffccfy,

Would you please grant us login access to your salesforce account by following the steps listed in the following KB article: http://forums.clickandpledge.com/showthread.php?t=1037

We need to login and review what is going on. Please post the organization ID here so we can locate your account.

Looking forward to hearing back from you.

Thanks,

[geoffccfy]

Hi there,

Thanks for the response. There are 4 transactions that I am certain did not process/post anywhere. Meaning the donor's credit card was not charged, and the money was not transferred to our bank account. (And they did not show up in Salesforce or Click & Pledge). Two of those transactions are from outsiders who wanted to donate, and two of those are transactions I myself attempted to initiate to test the system.

To my knowledge, every donation that hit our bank account has made it into Salesforce.

So my concern is about transactions that completely fail to go through. Perhaps there were more? I have no way of knowing, and that's what worries me. Two donors reached out to report their problems and we worked out another way for them to transfer money to us, but some folks could have gotten annoyed and simply walked away from the transaction without notifying us.

One lost donation effectively negates the value advantage we find in Click & Pledge as compared to other platforms that have higher fees or lack Salesforce integration. And where one transaction failed, there could be many more to come. I really want to stick with Click and Pledge (we advertised our presence on Connect heavily this holiday season). But I need to know that you guys know what went wrong and have taken the necessary steps to correct it.

thanks for your efforts,
Geoff

[geoffccfy]

Login access granted. Our Salesforce Org ID is saved in the Click & Pledge Portal settings. You should be able to access there. If not, let me know how I can privately send that to you.

[CnP.Support]

Good day!

Transactions failing in Salesforce have absolutely nothing to do with the Bank. Transactions always are sent to the bank and then posted to Salesforce. If there is an issue in Salesforce it will, under no circumstances, block the transaction from posting to the bank.

If you believe transactions have failed to post to the bank then they must have declined. All transactions are available for download in the portal. You may also download declined transactions. If we process them or it hits our system it may be downloaded through the portal as a CSV report. Salesforce post is secondary and all transactions may be posted again from the portal in case the system fails to post due to login errors, etc.

One of our test engineers is reviewing your account to determine the cause of the error you are seeing in Salesforce.

[CnP.Support]

One other note about your error.

That is really not an error but a warning stating that the query limit may be approaching. This is not a Click & Pledge error and is purely a Salesforce warning. Read the email carefully:

Caused the following Apex resource warnings:

CnP_PaaS:Number of SOQL queries: 52 out of 100

As stated this is absolutely harmless and has no implications on your receiving donations, etc. This warning may be disabled through the Salesforce Admin.

Our platform runs a lot of queries to determine contacts, etc. and as such you may see these warnings at times.

[geoffccfy]

thank you for clarifying about Salesforce. That makes sense.

[geoffccfy]

If you believe transactions have failed to post to the bank then they must have declined. All transactions are available for download in the portal. You may also download declined transactions.

I tested your theory that the transactions were declined. From the Portal, I downloaded all declined transactions that have occurred since we opened an account with Click and Pledge.

Only one transaction has been declined. It happened on a different day, and was attempted by a different donor, than the 4 transactions that I know failed to process.

Of the 4 transactions that failed to process:

- one donor immediately navigated to an alternative donation platform (Razoo), which processed her transaction, on the same card, with no difficulty
- one donor emailed us to say he was having troubles. He tried again later the same day, with the same card, and the transaction posted
- I myself attempted to donate. I was testing each of our campaigns to see if it was campaign related. My first two attempts, on two different campaigns, failed. My third attempt (1 minute after the previous two, on our 3rd campaign, using the same credit card) succeeded. I was then able to donate successfully on the first two campaigns.

This evidence indicates conclusively that your theory about what happened is incorrect. Do you have any other theories about why the donations failed to process?

All were on 12/31. Perhaps your servers were unable to handle the volume of traffic that occurred on the last day of the tax year?

[geoffccfy]

Good Day Abdul and Support Department,

Just wanting to check in to see how your investigating is going.

Since the transactions were not declined, my suspect that the information that the Donors (including myself) tried to submit from your webform never made it into your database. In the case of my two failed attempts, it appeared that the submission timed-out. The submission was processing for about 3 minutes (which felt like an eternity) and then the processing window closed and took me back to the information I attempted to submit. No message of any sort appeared - to indicate the donation was successful or that the donation failed. But because the information I tried to submit was still on the webform, I (correctly) intuited that something had gone wrong.

[CnP.Support]

Good day!

We have not found any issues with your account. We see one decline but outside that there are no issues.

We don't even see anything hitting our servers. If any transaction hits the server it will be saved automatically and then throughout its stage of completion it will be updated. All transactions are first validated then monitored for fraud pattern and next will be posted to the gateway for authorization, and then receipt, Salesforce, and other third party actions are performed and recorded.

We have reviewed all your transactions and see a total of 30 pots for account # 25238 with one decline.

Not sure what we can help you with at this time. Is this a custom form you have created or is this from one of our forms?

I have also noticed that a number of transactions are posted from the same IP - please note that if you are testing your system you need to be careful since repeated attempts will block all future attempts. In this case nothing has been blocked but it could have been blocked if you had done more transactions. For authorizing cards it is best to use the Virtual Terminal. If you are using a form please disable the fraud in the form to ensure you are not being blocked.

[geoffccfy]

We don't even see anything hitting our servers ... Not sure what we can help you with at this time.

That is my point, actually. 4 transactions failed - I suspect because the Connect website timed out before they could be processed.

It concerns me that Connect isn't working properly and you guys are unable to identify the cause - or even accept that there is an issue. This has greatly impacted my confidence in the platform.

I've noticed a pattern in the customer support forum that you tend to blame the nonprofit for the issue. In some cases, you have correctly judged that the issue is caused by user or nonprofit. In other cases, not so. It's weird to me that your customer service model is fundamentally defensive in it's interactions with nonprofits.

Is this a custom form you have created or is this from one of our forms?

This is happening on the Connect site, as mentioned mutliple times already. (This is the Connect forum, is it not? I would expect a little more attention to detail in a matter of this significance). It happened with at least 2 of our campaigns, which are just plain old Connect campaigns - nothing fancy, nothing unusual - designed by CnP and hosted on CnP's servers (not ours)

If you are using a form please disable the fraud in the form to ensure you are not being blocked.

For the sake of clarity, I'll reiterate that we aren't using a form or a widget or anything of the sort. We are attempting (with spotty results) to use the Connect Peer-to-Peer platform. I love it's GUI, I love the Salesforce integration. But all of that is useless if it can't process payments.

[CnP.Support]

Good day!

The Connect platform is being used and transactions are going through without any issues. I forgot that you are using Connect and reviewed your account and the originating IP's so in using Connect that is not an issue. It was just a comment.

We have reviewed it and don't see any issues. I am not making any accusations or being defensive and sorry that you think that way.

The platform is being used and while we receive bug reports occasionally we immediately update them. Every single bug in forms or updates has been fixed and addressed immediately. If there is a bug we fix it. I hope you realize that our pricing model is based on transactions not selling the product and walk away. If you can't accept donations we don't make money - simple. We are watching your account and trying to see if we can find any problems - as of this moment we are not aware of any problems and all tests are successful. As stated payments are being processed continuously.

I don't know what else I can say. Click & Pledge processes payments for over 10K nonprofits worldwide. As stated before if we find an issue we will fix it and as of this moment we can't figure out what has happened to your patrons. We will keep an eye on it and hopefully we can determine the cause, if any.