Recurring transaction suddenly not posting to salesforce

[kdull]

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.

[CnP.Support]

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.

[kdull]

13619121254271
136191155935511


Thanks.

[CnP.Support]

Good day @KDull,

I see both of those transactions as failed to post. What version of our application are you using?

[kdull]

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.

[CnP.Support]

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.

[kdull]

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?

[CnP.Support]

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.

[kdull]

Found and installed 7.3006. Is that the most recent version?

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

[kdull]

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

[CnP.Support]

Good day!

Please see the following KB article:

https://forums.clickandpledge.com/content.php?r=394-Troubleshoot-Problems-Posting-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.

[cliff.archey]

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

[CnP.Support]

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)
   
   
2. Go to Salesforce and search for the Order Number
   
   

Does the search show any entries?

The above simple steps will help us identify the issue.

Looking forward to hearing back from you.

[cliff.archey]

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.

[CnP.Support]

Good day @cliff.archey:

Please verify your release versions as shown below:

click to enlarge


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


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.