User reports of attempted donations failing: connect widget

[jeffhonnold-gp]

Hi - we've received multiple reports of donations failing to go through (submission hanging, no error message), centered around 10am-11:30am eastern time USA. Form ID 49a7f5a7-08cb-4266-9851-bb7176d525e4
embedded here: https://globallinks.org/donate/money

Since 11:30am we've received 2 successful ones but since donations were failing at the same time some were working before, we're not confident of what's occurring. Please advise.

[CnP.LiveSupport.AB]

jeffhonnold-gp ,

When the submission "hangs" (no confirmation screen), this does typically suggest some break in the internet that prevented the transaction from getting through to our server, so that transaction does not get logged or sent to the bank.

20 other transactions went through successfully on your account between 10:00 and 11:30, although perhaps not from the same form. I wouldn't anticipate that this is an ongoing issue -
other than that internet outages throughout the country seem generally to be on the rise.

[jeffhonnold-gp]

Looks like several of them completed their transactions but notice of the donation didn't make it automatically to Salesforce. FYI. That means some sort of outage was occurring inside the C&P circle (unless you're suggesting the outage may have in part between Salesforce & C&P).

[CnP.LiveSupport.AB]

jeffhonnold-gp ,

Getting the information into Salesforce is a separate activity.

When you say "didn't make it automatically into Salesforce", what do you mean? That you don't see an Opportunity record? Because that doesn't mean "the transaction didn't make it to Salesforce", that just means that something didn't work as you expected somewhere in the middle- so you become a detective:

1. Patron doesn't get a confirmation screen - there was a connection problem between their device and the C&P server (could be any break in Internet connection between patron and C&P server)
2. Transaction gets logged in CONNECT, but indicates (in CONNECT) that it did not post to Salesforce. Either there's a break between C&P servers and Salesforce, or there's an issue with C&P "talking" to Salesforce with the "Connected User" login. Check the Salesforce Connection in C&P Settings > Third Party Integration.
3. Transaction is logged in CONNECT, says in CONNECT that it DID post to Salesforce, but you're not seeing what you expected to. Check whether the C&P Data record was created. That's the first thing that happens when the transaction hits Salesforce.

If the C&P Data record is there, but you're still not seeing what you expect to see, then something happened when the Payment-as-a-Service app tried to "process" the transaction after it arrived.

I recommend you review our article "How Data Posts to Salesforce" - that will walk you through all the steps that our Salesfore PaaS app has to consider when turning the raw data into an Opportunity record.

If you follow what happens with each step, the problem usually reveals itself. In your case, we looked at your C&P account and saw that a lot of transactions did show up in that same time period, indicating the C&P server was responding. In combination with your description of the patron's screen "hanging", it's pretty safe to say there was likely a break in the Internet between the patron's computer and the C&P server.