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  • Recurring transaction suddenly not posting to salesforce

    We have a series of 6 recurring transactions that run on the 1st of the month. All 6 went through and were approved - we received confirmation email receipts and the transaction log in click and pledge postal shows them as authorized and settled. However, 2 of the transactions are not posting to salesforce, the other 4 are.

  • #2
    Good day @KDull,

    Would you please post the Order Number for the 2 that are missing? I need to review and find out what is going on.
    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
      13619121254271
      136191155935511


      Thanks.

      Comment


      • #4
        Good day @KDull,

        I see both of those transactions as failed to post. What version of our application are you using?
        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
          Originally posted by Support.Department View Post
          Good day @KDull,

          I see both of those transactions as failed to post. What version of our application are you using?
          7.1 for Paas and 2.0.12 for rcurring application.

          Comment


          • #6
            Good day @KDull,

            The payment application is now at 7.3x and not sure what you mean by 2.0.12 for recurring- we have never had a recurring application. Are you referring to the Nonprofit Starter Pack recurring? we don't use the recurring engine of the NPSP.

            May I ask you to upgrade to the latest releases and let me know. Once upgraded I can push the missed transactions.
            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
              Originally posted by Support.Department View Post
              Good day @KDull,

              The payment application is now at 7.3x and not sure what you mean by 2.0.12 for recurring- we have never had a recurring application. Are you referring to the Nonprofit Starter Pack recurring? we don't use the recurring engine of the NPSP.

              May I ask you to upgrade to the latest releases and let me know. Once upgraded I can push the missed transactions.
              Found and installed 7.3006. Is that the most recent version?

              Comment


              • #8
                Good day!

                Yes- the release you have installed is the latest release as of this moment.

                Please let us know if you are still experiencing any issues. We may have to go in your account & resolve any issues if you still experience a problem.
                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
                  Originally posted by kdull View Post
                  Found and installed 7.3006. Is that the most recent version?
                  Great. What do I need to do for the missing transactions to post?

                  Comment


                  • #10
                    Great. What do I need to do for the missing transactions to post?

                    Comment


                    • #11
                      Good day!

                      Please see the following KB article:

                      https://forums.clickandpledge.com/co...-to-Salesforce

                      middle of the page there is a section about posting back to Salesforce the failed transactions: Post missing data to Salesforce

                      If you don't see your transactions through the above method let me know so we can review your transactions.
                      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


                      • #12
                        Hello,

                        We just ran into the same issue. We had a constituent subscribe to our monthly donation option through our API integration with Click and Pledge at https://www.nyfoundling.org/get-invo...onate-monthly/. His second month was processed in Click and Pledge, but does not show up in Salesforce. Is this a settings issue, or does something need to be fixed on the back-end?

                        Thanks,

                        Cliff Archey
                        The New York Foundling

                        Comment


                        • #13
                          Good day @cliff.archey:

                          It is always best to tell us what version of PaaS you have installed so we minimize the number of posts. What is the version you are using?

                          Have you checked the C&P Data? Have you searched the Order Number in the receipt and see if you can see it in Salesforce?

                          Steps that will always help:
                          1. Go to the email receipt and locate the Order Number (see image below)

                            Click image for larger version

Name:	OrderNumber.jpg
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Size:	8.3 KB
ID:	15230
                          2. Go to Salesforce and search for the Order Number

                            Click image for larger version

Name:	Salesforce-Search.jpg
Views:	1
Size:	11.6 KB
ID:	15231


                          Does the search show any entries?

                          The above simple steps will help us identify the issue.

                          Looking forward to hearing back from you.
                          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


                          • #14
                            I tried the steps you outlined, and the order number is not located in Salesforce, despite being present in C and P. The order number is 1372965025256011. And I'm not sure which PaaS we're using. We installed it in April for the 2013 Salesforce nonprofit starter pack.

                            Comment


                            • #15
                              Good day @cliff.archey:

                              Please verify your release versions as shown below:

                              click to enlarge
                              Click image for larger version

Name:	PaaS_LatestRelease.jpg
Views:	1
Size:	179.0 KB
ID:	15232

                              I logged into your account and found the transaction. The transaction shows as have failed to post to Salesforce and you can see this by following the KB article at: https://forums.clickandpledge.com/co...-to-Salesforce

                              In your account the transaction shows as:

                              click to enlarge
                              Click image for larger version

Name:	Push_Transaction.jpg
Views:	1
Size:	93.1 KB
ID:	15233

                              Considering the option for pushing to Salesforce is present it shows the item has failed to post.

                              Once you push the transaction it will appear in your Salesforce.

                              Also based on the date you stated in your email I believe your system is outdated and needs to be updated to the latest release. It may help if you subscribe to the following forum to stay up-to-date with the release notices: https://forums.clickandpledge.com/forumdisplay.php?f=54

                              Please let me know if we can be of any further assistance.
                              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

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