Double counting gifts in Salesforce

[mkavodah]

Hi,

We use C&P Connect, and are having some issues with Opportunity rollups in Salesforce. Sometimes our fundraisers give to themselves. When that happens, the gift ends up with two Contact Roles - Donor and Fundraiser. Salesforce checks both of these as primary. If we manually uncheck one, it unchecks the other as well. Because both are primary, the gift goes into the person's total rollup twice and doublecounts.

95% of the time, we love that these roles are created and that we can see the soft credits. It's a great feature. We just don't know what to do about that other 5%. We've been working with Kell Partners, and they're stumped as well and suggested we reach out to you.

Thanks!
Mk

[CnP.Support]

Good day!

This happens when NPSP assigns contact roles & we do based on setting in the C&P Settings.

Please grant us login access & your Salesforce Org ID as well as an Order Number so we can check the data flow. I am sure we can find the reason.

[mkavodah]

Done. Org ID is 00DG0000000iirz. Thanks for your help!

[CnP.Support]

Good day!

Please let us know of an order number with this issue so we can review it.

[CnP.Support]

Good day!

We reviewed your instance & as was previously posted you are adding 2 contact roles for each opportunity. Please see the C&P Settings:




There is a red warning at the top of the section addressing this very issue:

"" Warning: Nonprofit Starter Pack Settings are currently configured to automatically create a Primary opportunity Contact Role record. As a result, checking the box below and creating a Contact Role record with Primary checked will create a duplicate record. It is recommended that you carefully review Nonprofit Starter Pack settings before enabling this feature."

You are asking us to create a contact role and NPSP creates a contact role. The donations are not appearing as double as it is a single opportunity but since you are adding the same person as a primary contact role twice it shows as double donation in your system.

see: https://npsp.na23.visual.force.com/a...1r16000000XBul

Please remove the assignment from C&P and it will resolve the issue.

Hope that answers your question.

[mkavodah]

Hi. Thanks for helping. I'm still a bit confused. If I uncheck the "Create Contact Role" box, that means that Fundraiser won't be created as a role, correct? And, without that being created, our fundraisers won't get soft credits unless we build those in manually to each gift? I already have Primary unchecked next to the Fundraiser role, which seems to be what the warning is about. (Or maybe you unchecked it?)

Is there a setting we could remove in Salesforce and add in some fashion in C&P so the two aren't battling each other?

Also, will these changes retroactively fix the old records being double counted? I imagine not. If not, how do I go back and fix those?

Thanks!

[CnP.Support]

Good day!

Please send us 2 or more Order Numbers so we can review.

The issue is those opportunities have 2 contact roles. If you look at the C&P Opportunities you see the transaction once as that is the opportunity record directly.

NPSP shows the contact roles and if 2 contact roles are there it naturally shows it twice.

[mkavodah]

1506032020396365772
1507171153486162571
1507141425125771523

[CnP.Support]

Good day!

Sorry but we do not have access to your account. Please grant us access so we can review your settings.

[mkavodah]

Sorry about that. It had expired. I just gave you another week.

[CnP.Support]

Good day!

Please see the C&P Settings: per this setting > if a Fundraiser is in the transaction then that person becomes the PRIMARY contact role.



In NPSP you have the following which assigns the PRIMARY contact role to the person that is assigned to the opportunity.



& now we have the resulting opportunity with the SAME contact having 2 contact roles since the person has donated to his/her own fundraising page. As such the created opportunity has 2 contact roles for the person.




The system is doing exactly as it is designed to do.

Since the Donation related list is a VIEW of the Opportunity based on contact role you are seeing 2 listings for this transaction. If you also add C&P Opportunity to your layout you will see that there is only one opportunity assigned for the transaction.

We understand your case but are not sure how it can possibly be addressed. No matter what we do the case may not be correct- for example we can automatically determine that the fundraiser and the donor are the same person and not assign the same person to the opportunity as different roles but yet again some people may come and ask if this person is both why is it not listed?

Hope you see the issue. Not sure how it can possibly be addressed.