Household and Total Giving Not Displaying Accurately

[GFN_Admin]

Hello -

Our C&P Account number is 26971 and Our Salesforce ID is 00Di0000000db46. Access to C&P has been granted for the next 30 days.

We have been having the following issue. We noticed that when we merge duplicate accounts that both contain donation information in them in Salesforce that the he donations all move over to the new merged record (listed as opportunities), but the total amount displayed in "Total Giving History" will not be accurate. We were told that this is because this field is part of the C&P package. Is there anything we can do when merging records to make sure that all fields display correctly? It is very important to us to have accurate donation records for all of our donors. (This error sometimes also occurs when we change the account connected to a contact from the donor's company (place of employment) to the donor themselves and then go back and change all past donations to reflect as from the donor themselves.)

Some examples of records where the totals do not match are below.


- https://na15.salesforce.com/003i000000Lq95s?srPos=0&srKp=003 – Total household gifts display as $120, but if you look at the actual list of opportunities his giving totals up at $335. Two contacts were merged into this one contact in October 2015.

- https://na15.salesforce.com/003i000000Lq8bw - Total household giving is off by over 200k. (Actual off amount is $273,031.50.) The contact history does not show any evidence of accounts being merged together. All donations are tagged to the correct household so I don’t understand what is causing this error.

- https://na15.salesforce.com/003i000000Lq8d8 – All donations tagged to their household and contact/account, but total giving amount is off by $450 (should be $1975, not $1525 as displayed)

Thanks for looking into this matter for us.

Sincerely,
Mimi

[CnP.Support.AM]

Good day @GFN_Admin,

Would you please let us know which field you are referring to which is part of our package so that we can better answer your question?

Looking forward to hearing back from you.

Thanks,

[GFN_Admin]

I am actually not sure... that was just a suggestion that was made to me.

Something is occurring that is causing some total household gifts (under household giving summary) and total gifts (under hard credit giving summary) to not display the correct amount. This was noticed in the sample records provided above because if you add up the dollar amount of the opportunities (which are all tagged to the same account and household, etc) the total is higher than what is displayed in the giving summary fields.

[CnP.Support.AM]

Good day @GFN_Admin,

The amount field which you are referring to is not related to our app. We don't have such fields at contact. Those are NPSP fields and we have no idea how the NPSP deals with those fields when the contact and account merged.

However, you may create a report based on the contact and check what is the total amount.

Let us know if we can be of any further assistance.

Thanks,