Recurring Donor not posting correctly.

[dstephens]

Org #20588

We are having a problem with a recurring donor record. Recurring ID 36828, Master Transaction Order Number: 132563914801234. For some reason her recurring donations have stopped making it to Salesforce. We have her master transaction imported, and all of the transactions since 2013, however we have to manually create her opportunities and import her every month.

Could you help? Access has been granted.

[CnP.Support]

Good day!

Is this your Salesforce Organization ID: 00Dd0000000eXib

[CnP.Support]

Good day!

I am a bit confused when reviewing your instance.

This Order Number is in Salesforce: 132563914801234

The C&P Data is missing so it must have been deleted. The transaction was paid on February 5, 2013

The original transaction was a future date transaction set as recurring with the first order # being: 1302041229545554860 and posted on 2013-02-04 12:30:07.253

Before we go any further- in the latest release of PaaS, 9.3x this issue will self correct. If you post a recurring out of sequence the single transaction posted will create a recurring family and then as you post the missing transactions they will auto-correct and populate. You are in release 9.1 and we are now on 9.3. If you want we can upgrade you now.

Do you want us to push the master order number for you?

The recurring family is at: https://cnp-paas.na14.visual.force.c...08d000000LIpI9

If you go to the above link you will see all the transactions associated with this recurring family so it seems like it is working.

Please review and let me know if you still have issues. I strongly recommend that you upgrade sooner rather than later.

[dstephens]

Forgive me for some reason I missed the notifications of your replies! If you would like to upgrade us and see if that fixes this issue that would be great!

[dstephens]

Thanks for doing the update for us! Unfortunately though, the issue with the record is still there.

Let me explain:

This shows that there is a issue with the records being synced over. I have imported the donations as it instructs.


This shows that the most recent transaction on the recurring record (from the link you provided above) is June 2015


This shows that the next installment date is July 2015 on the recurring record


This shows that the most recently imported transaction from that recurring feed is January 2016


All the transactions have been imported, but the recurring record didn't update.

Sorry the images are blurry...

[CnP.Support]

Good day!

I am reviewing your instance & see a lot of duplicate posts with duplicate errors. We are trying to resolve and remove the duplicates but strangely I do not see the "Repost" button for the C&P Data. We need to delete and repost the data but seems some buttons are removed.

One of our developers is reviewing your instance & we will get back to you shortly.

[CnP.Support]

& one more point.

It seems the data has been imported using the importer which does not support the hierarchy of the recurring. The data needs to be posted from Connect.

We are working on fixing it and the solution is to delete the records and post them again one by one.

Once we clean your posts we will post the data and resolve the issue.

[CnP.Support]

Good day!

We resolved all the duplicates and pushed all missing transactions.

Please review the record and let us know if there are any other issues.

[dstephens]

That looks great! Thank you for fixing the record. I will remember that the importer is not accurate for recurring donations. Thank you for clarifying on that.

In addition to that issue it appears that this process (perhaps the updating of our version) has created a new issue. It appears like it has pulled in 9 older records to our Temporary Contacts. Upon reviewing all of them we receive:

Attempt to de-reference a null object An unexpected error has occurred. Your solution provider has been notified. (CnP_PaaS_EVT)

Could you review our TCs and see what the issue is there?

Thanks!

[CnP.Support]

Good day!

These are NOT new temps. These temps are from the Event management that were ignored and were just sitting in the Event Temp. As the release note states, in the current release we have combined the Event Temp with the master Temp table and all records now show up together and may be filtered using the pull down menu at the top of the grid.

Reviewing the data shows that the records have been deleted. See below:

eg: 130305091709990 [ https://na14.salesforce.com/a06d0000...Kp=a06&srPos=0 ]



The corresponding record does not exist



& the Registrant ID:


So the data has been deleted.

If you want you can delete the temp or we can delete them for you as all references to these events & contacts are no longer in your instance.

[dstephens]

I have deleted the temps. Thanks for your help!

[dstephens]

Just picked up some new Recurring Donors with TCs that keep coming back. I have deleted them, processed them, re-pushed them through from Connect but they persist.
Order Numbers:

161269581758542411845

16125720947486797993

They are both the 11th installment of their respective monthly donations, and they both were declined and they both appear to have bad email addresses associated with them.

Thanks for your help.

[CnP.Support]

Good day!

"keep coming back"

what do you mean? back from where?

[dstephens]

When I processed them originally, they pushed through as closed lost properly, but then were back in the TC bin the next day.
When I deleted them they went away and then showed up back in the TC bin the next day.
When I went back to Connect, pushed them through again from there, and then processed the TCs, they went away, and then came back as TCs the next day.

Like a wrinkled dollar bill in a vending machine. Every time you think you're about to get a snack, it just comes right back...

[dstephens]

Just wanted to remind you that the TCs are still there, thanks.