Registrant/Payee Temp Contacts Issue

[Elizabeth Roberts]

Hi,

In going through to match up our Temp Contacts this morning, I'm finding that on all of the Temp Contacts with the type Registrant/Payee, there is only one record showing up in the "Attach to Existing Contact" field, and that record is the same for all the Registrant/Payee Temp Contacts, and it is, as far as I can tell, unrelated to any of the Temp Contacts. The radio buttons to choose New Contact or Select Contact, and the Select Contact search box, are also not appearing anywhere on these. The Attendee type Temp Contacts are working, this is limited to the Registrant/Payee ones. h

Thanks!

Elizabeth

[CnP.Support.AM]

Good day!

Would you please share the order number of the temp contact which you are referring to so that we can review and see whats going on?

Looking forward to hearing back from you.

Thanks,

[Elizabeth Roberts]

It's almost all of them -- some of the order numbers are 1606182023478338795, 1606191245410745956, 160620102939403, 160617163214200, and 1606182023478338795.

[CnP.Support.AM]

Good day!

We reviewed your instance and found that there are C&P Recurring records exist with no information inside. While digging inside we noticed that there are 466 Recurring records with no order number and no other information. It seems that the information has been deleted from instance:

See Image:



Before we fetch the match in C&P Temporary Contacts, we are checking the recurring records in instance. In your case we didn't find any info in those recurring records which resulting with no other options in C&P Temp contacts to process with.

Would you please share the order numbers of above recurring transactions so that we can review it.

Thanks,

[Elizabeth Roberts]

Hi,

None of those recurring transactions have order numbers that I can find -- from what I can tell they're from before we switched over the Salelsforce, are records of single installment cash donations, and aren't current. I'm also wondering how this will help with the specific issue I'm having, as none of these appear to the be related to the temp contacts I'm having trouble with (most or all of which are one time donations/event payments). I'm happy to do some more digging to see what happened to those order numbers, I'm just a little confused as to the connection to my original question.

Thanks!

Elizabeth

[CnP.Support.AM]

Good day!

Let me explain you the way the system works.

Whenever a temp contacts comes our system will look for all the records in the system with order number to get best match for the recurring and non recurring transactions to merge with. In your case when system runs query it found such above records with NO Order number which causes ending up with NO options for temp contacts to merge with or create new.

While researching we found those many recurring records are exist with NO order number or any other information which also surprised us to see how come those all 466 records has been canceled/deleted at once on the same date?

If we delete all those recurring records which doesn't have order number then the issue will fix it automatically.

Hope that makes sense.

Thanks,