Virtual Terminal Creates New Contact for Exisiting Contact

[[email protected]]

We've noticed that when we process a payment in the virtual terminal, although we use the donor "lookup" to automatically load contact info for a previous donor, it has created a new and separate contact in Salesforce rather than linking to the existing one.

Why might this happen and can we do anything to change the settings?

We'd prefer not to need to merge accounts every time we run a payment.

[CnP.Support]

Good day!

This should not happen and has never been reported. The reason this should NOT happen is the Contact ID that is being sent with the transaction for processing. The C&P Data should have the Contact ID and the triggers should find the contact associated with that ContactID.

Please grant us login access and the Order Number of the transaction that has created the new Contact so we can review it.

[[email protected]]

Thank you - I've granted login access.

The contact is Jim Sammons and the order number is 1407081025369862044.

I noticed that the address in his old contact account seems to be different from the one that was pulled up in our virtual terminal which is strange. Also, if the addresses were simply different, should it not have created an alias in the original "Jim Sammons" contact?

We've had problems in the past with alias creation that was never really resolved as I haven't had time to go back to the issue but I should mention that my own account, "Virginia Mills," has 42 aliases from test transactions that I've run on various events. Much of this information is identical so I'm not sure why so many aliases would be created.

[CnP.Support]

Good day!

We searched the order number and retrieved the posted XML. No Contact ID is listed in the XML meaning it was not a Contact which was looked up.

Your setting is also "Fully Automatic" which means the contact that is not found will create a new contact. Considering the contact did not have any emails the contact created a new contact.

We have tested this a great deal and if we lookup a contact all works fine without any issues. Could it be that this was not looked up? No Salesforce Contact ID's are posted with this transaction.

[[email protected]]

I'm certain that we used the lookup but what may have happened is that I edited a small portion of the data - it was listing his company name as the "First Name" and I adjusted this. Perhaps whoever entered the last transaction did so differently and this is what caused the issue. Thank you for looking into that.

Can you give me any insight into what is going on with the aliases on the contact "Virginia Mills" and whether I can adjust settings for when/why an alias is created?

[CnP.Support]

Good day!

We reviewed your account and Virginia Mills contact. See below:



The application will NEVER write over an existing contact information and if any information provided is different from what is in the Contact record we will save the information as alias. In this case the address is different and even though the first name, last name, and alias match the address is not matching.

Also it seems like you are in an older version- the old release had a bug in saving the state and in your case the state is saved as the postal code (which was the bug). This was fixed a while ago but your version is quite old.

If you want we can upgrade your instance to the latest release. A lot has changed in the latest release including the interface. You are also having links to the Event 1.x which is no longer supported and should all be upgrade to event 2.x release.

Let us know if you need us to upgrade you. It is free and is done for all clients upon request.

[[email protected]]

Yes, we would like to be updated. I can only assume the bug is the cause for the many aliases - I realize that one was a different address, but there are quite a few that appeared to be identical. I will watch how our alias creation is functioning after the update.

Will you let me know on this thread once it has been done? I am in the process of setting up a big fundraising event so it would be much appreciated.

[CnP.Support]

Good day!

No problem- please grant us login access through the Grant Login Access section in Salesforce.

We tried to upgrade your instance but don't have enough permissions to do so.



How to grant access: http://forums.clickandpledge.com/showthread.php?t=1065
Please make sure to post your organization name & the Salesforce Organization ID so we know how to locate your instance.

[[email protected]]

Strange - it said that you had one day left of access until the 11th. I upped it to 3 days of access since it wasn't letting you in - please let me know if it works for you now. Thanks!

[CnP.Support]

Good day!

I don't think the issue is access but having the right privilege.

It seems like the user that has granted access does not have permission (privilege) to install packages.

[[email protected]]

Thank you for the clarification - I have added that permission under my username. You should be able to access it now and use the AppExchange.

[CnP.Support]

Good day!

We have upgraded your instance to the latest release. The following packages are now installed:

Click & Pledge PaaS Class Library 2.0 >> 2.1003
Click & Pledge Payment-as-a-Service 8.2000 >> 8.3056
Click & Pledge Events- 2.3009 >> 2.3070

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