Announcement

Collapse
No announcement yet.

C&P Inline Donation Forms Processing Icon Never Disappearing

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • C&P Inline Donation Forms Processing Icon Never Disappearing

    We have some inline forms on our website. We’re using Wordpress, but I’ve been using the embed codes since we’ve had trouble getting the Connect plugin working with our multisite install (see this post for more info: https://forums.clickandpledge.com/fo...isite-installs).

    We have had donors let us know that they get the little processing icon for 7 - 10 minutes (until they end up giving up) and it never goes to the thank-you page. However, the donation does process because they receive the email receipt (and we can see that it processed from the backend). We had been using a thank you page advanced redirect (though we just learned that it embeds that page into the iframe - so we are considering switching to C&P thank you pages). However, I had this happen to me personally when I was doing a test donation for an inline form with a C&P default thank you page. So, it seems like it may be an issue either way.

    This doesn’t give a great experience to our donors since they can’t necessarily tell if the donation went through and may submit another one that then needs to be refunded. Do you have any insight to offer on why this may be happening or what we could do to fix it? I was using Chrome when it happened (in private browsing), but I’m not sure about the other donors.

  • #2
    Good day @kwclick5

    Please submit a support ticket at https://support.clickandpledge.com/s/ with FTP and admin login details as well as the website URL so we can review your entire configuration. Include the link to this post in the ticket for reference and add 'Attn: Forums' in your case subject line.

    Please let us know when you have submitted the ticket. Do not post the requested information in this forum as this is a public forum.

    Regarding the multisite, we are working on it and will release the update.
    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


    • #3
      Thanks for responding. I spoke to our web developer and he is wondering why C&P would need FTP and admin login details. He feels that since the form is in an iframe (which would mean the donation is processed on your servers) that the only thing that could be interfering from our side would be javascripts on the page, which any developer can see from any page using the browser development tools (like Inspect Element). Can you provide more information about what you would need that access for?

      I can give you website urls for forms we've been having trouble with. The one I had an issue with was here: https://www.discovery.org/id/csc-eoy/. I believe other donors also had issues with this form: https://www.discovery.org/id/donate/. We have other embedded forms on that site, but these are the ones we get most traffic at.

      Comment


      • #4
        Good day @kwclick5

        Ah, I see that you are having iFramed the Connect form and in this case, we don't need the FTP details. However, we have tested the iFrame forms in various browsers but unable to replicate the issue. Would you please share the specific details of the OS and Browser, versions..etc so that we can test that in the same environment?
        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
          Thanks for confirming about not needing FTP details.

          I had the problem in Chrome private browsing (I'm on version 87.0.4280.88 right now, but it's possibly since it's been a week or so that it might have been a slightly earlier version). I'm on a Mac version 10.14.6. For me specifically, it happened after I had submitted a donation with an incorrect cvv (to see what the error popup looked like). Then I tried to submit with the correct cvv and it processed on the backend, but I got a processing icon for a long time.

          I believe the people who have contacted us have had their problems in Chrome, but I'm not sure of the version or their operating system. I know in at least one case it was the first donation they tried to submit (so they weren't trying to submit after submitting a donation that failed).

          Comment


          • #6
            Good day @kwclick5

            Thank you for the information. We are investigating the case and we will update you once we find out the root cause of the issue.
            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
              Just wanted to check in to see if there was any update on this. This is still happening for our donors (not all of them, but enough that it's quite a bit of work to contact them and refund them if they gave twice unintentionally). We had at least one report from the Microsoft Edge browser as well (in addition to the previous ones from Chrome and Firefox).

              Our developer noticed some Javascript errors that seem to be coming from the form, so he was wondering if they had anything to do with it (or if those errors will be fixed at some point). I've attached a screenshot of the errors.

              Thanks!
              Attached Files

              Comment


              • #8
                We have not forgotten this, our team is continuing to investigate.
                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
                  Good day @kwclick5

                  Sorry for the delay. We have identified the issue and fixed it.

                  Please test it and let us know if you find any issues.
                  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


                  • #10
                    Thanks for updating me on this! I didn't get an email notification, so I didn't notice this until today.

                    We just had two donations from the same person in a short span of time, so that reminded me of the issue, so I went to see if there had been any update. Since you say that it has been fixed, it's possible that this donor did two donations on purpose. I will reach out and confirm with him whether or not he got the same processing issue and report back. Thanks for your help!

                    Comment


                    • #11
                      Update: that potential duplicate was intentional, so we haven't gotten any other reports of the problem recurring. Thanks for all your work on this! I'll keep you posted if it recurs.

                      Comment

                      Working...
                      X