C&P Connect Manage Recurring Change of email address not being sent to Salesforce

[jscott]

A recurring donor had an incorrect email address in his recurring record. I went into C&P Connect after his transaction ran last month and corrected it. Today, his transaction ran and in C&P data in SF, it is still the incorrect email address. When I go into the C&P Connect Transactions, Manage Recurring, Edit and Update it is the new, correct email address. The update did not get transmitted. I think this must be a bug. I can't think of anything I can do. Please advise. If needed, our Org ID is: 00Do0000000Xqqo, I've granted you login access for 1 week, and the donor/donation is Paul Krebs on 8/15/2015.

Thank you for your help!

[CnP.Support]

Good day @JScott,

When dealing with such issues it is best to first double check the C&P Data and see if the post includes the correct email.

Since your account is set for the semi-automatic mode the system will NOT update any records but will create an alias for the person with the new email. Have you checked the Contact's alias?

I reviewed your instance in both Salesforce & Connect. The email address for the contact is da******@yahoo.com in both the contact & Click & Pledge. There is also an alias for the contact with that information:

See the image below:



If you click on the Alias ID you will see the details of the new information.

Are you expecting a different email address? As stated before when a contact exists we do NOT update the record and will create an alias for the contact so you can review and update the contact manually.

Please let me know if this answers your question.

[jscott]

What has happened? The 8/15 transaction for the Contact referenced in this post is no longer showing up when I go into C&P Connect > Transactions > and search on his last name. His recurring transactions for June and July are there but not the 8/15 transaction that was there yesterday. Please tell why this is. If I click on the order number for the 7/15 transaction and then click Manage Recurring, the 8/15 transaction is listed as a Recurring Sibling. If I click on the Recurring Sibling 8/15 transaction it is now showing the old, incorrect email address.
The Contact record has the correct email address (the 2 characters after the q are ui). The C&P Connect > Transactions > 8/15 transaction for this Contact showed the correct email (exactly the same is in the contact record) yesterday. The C&P Data sent to SF has the incorrect email which was used on 7/15 (the 2 characters after the q are io, not ui).
I expect to be able to use Manage Recurring to change an email address and have that sent in C&P Data to SF. Is that how it should work? We have a process that is running that fires when a new Opp is created. If it is a C&P transaction, the email address in CnP_PaaS__Contact__r.Email is used to send the Contact a thank you email. I don't honestly know what object the CnP_PaaS__Contact__r.Email field is in but I was assuming it was in C&P Data. How do I get the correct email address in this field?
Please help me. Our thank you process has NOT been running for this person since he became a recurring donor in Feb. I didn't realize it until last month and now want to fix this problem. Please tell me what I have to do to make this work. Also, could you please fix the C&P Connect >Transactions display for the Contact to show his 8/15 transaction (as well as his transactions before 6/15) when I search on his last name.

Please let me know if you have questions. Thanks for your help!

[CnP.Support]

Good day @JScott,

Since the person that you are referring to already exists in your system the new information will post as an ALIAS to the contact. We do not update the existing contact record since one never knows if the info being posted is correct and as such we do not update so as not to corrupt your records.

If you check your alias record for the contact you should see them there. Are they there?

[jscott]

I feel like we are not communicating. The donor is an Salesforce Contact and the correct email is in their Contact record. I want C&P to send the correct email address (not the incorrect one that it keeps sending) to Salesforce. My understanding from conversations with Kamran is that what is sent to Salesforce, is in C&P Data. Please tell me what I have to do to get the correct email address sent from C&P to SF - C&P Data.

This has got nothing to do with the alias! The alias has the wrong email address. I want to have C&P send the correct email address!

Also, I want to know why I can no longer see the 8/15 transaction when I go to C&P Connect > Transactions and search on the donor's name. It was there until you worked on this problem. Now, I can only see the 8/15 transaction as a recurring sibling under the 7/15 transaction. If I want to go into one of these transactions to once again go into Manage Recurring >Edit/Update and change the email address, which one do I go into (the 7/15 or 8/15 transaction)? Is this what I have to do????

I'm frustrated. I hope you can answer my question this time. If not, I will call into Office Hours tomorrow.