Only the convenience fee was processed

[jillifoss]

Hi there,

We recently had a customer pay the $2.04 convenience fee, but not the actual $45 donation to go with the fee. The form we use for collecting this is here: https://connect.clickandpledge.com/w...d-8f937dd53036
The C&P Data record for this transaction is here: https://na30.salesforce.com/a1J36000...Pos=0&srKp=a1J

Org ID is 00D36000000j7rG, access has been granted.

Any guidance on what may have happened, and any steps we need to take to prevent it in the future will be greatly appreciated. Thank you!

[jillifoss]

Hi there, still waiting for an answer on how this happened. Any advice?

[CnP.Support.AM]

Good day @jillifoss

We are investigating the issue. We have processed number of transactions with multiple scenarios but unable to replicate the issue.

If possible, please provide us the following information which will be great help in investigating:

• Browser name and version#
• OS name and version#
• Any information regarding plugins/extensions installed in the browser.

Please post here if you see such issue again and we will update this post once we found the root cause of the issue.

[jillifoss]

Hi there, we had this happen again this week. I have put a request out for the browser, OS, etc. information. In the meantime, attached is a picture of the settings for the campaign in Connect, org ID 00D36000000j7rG (access granted), the order # is 37303-1803081049392975868.

[CnP.Support.AM]

Good day @jillifoss

Strange! we are looking forward for the requested information to investigate further.

[jillifoss]

According to the customer: " I was using the latest Firefox on the latest Mac OS, and I believe Ad Block Plus was installed."

Thanks!

[jillifoss]

(Just noticed access was no longer granted, updated to one month so you can solve this. Also just put in an upgrade request, in case that affects this.) Thanks!

[CnP.Support.AM]

Good day @jillifoss

Since the above form is Connect form, it is nothing to do with Salesforce app. However, we are investigating the issue and once we able to replicate the issue we will update this post.

[jillifoss]

Thank you. Hope to find the cause of the issue!

[jillifoss]

Hi there, any updates on this?

[CnP.Support.AM]

Good day @jillifoss

NO luck so far. We have tested but unable to replicate the issue. Have you again see that issue? However, we will keep testing and will update this post once we know whats going on.

[jillifoss]

Thank you. I don't think it's happened again since then. As I mentioned, this was the second time it's happened. Hopefully you can find the issue!