Transaction processed through Click and Pledge showing up incorrectly in Salesforce

[hopeadair]

A donor showed up in our “Temporary Contacts” after presumably having made a donation. However, we processed that donation, and somehow the opportunity seems to have merged with a past opportunity of his from 2013 – and the Click& Pledge order number for the new opportunity links to the 2013 charge… We’re unclear if he was charged again, or not.

[CnP.Support.AM]

Good day @hopeadair

Would you please grant us login access to your Salesforce account and share the Order number of the transaction which you are referring to so that we can review whats going on?

Looking forward to hearing back from you.

[hopeadair]

Access granted, the Order number is 1312222153373911007

[CnP.Support.AM]

Good day @hopeadair

The transaction which you are referring to is NOT new, it has been processed on 12/22/2013:



It seems that you have posted the above order number to Salesforce in the last Week and found that in C&P Temporary Contacts to review and process from there:



Hope that answers your question. Let us know if we can be of any further assistance.

[CnP.Support.AM]

Good day @hopeadair

BTW: We noticed that you are version behind. If you allow us we will upgrade your instance with latest versions of our apps.

[hopeadair]

Thanks, the question is more about the way that this gift appears in Salesforce. I've attached a screenshot here - basically, when I click on this gift in Salesforce, I see listed the 2013 opportunity.

[hopeadair]

Here is a screenshot of both gifts in Salesforce - one from 2013 and one from 2017.

[CnP.Support.AM]

Good day @hopeadair

Sorry but the image you have provided is PNG and this forum does not show it in full scale. I only see a thumbnail. Would you please post this as a JPG so we can review?

[hopeadair]

Sure, sorry about that.

[CnP.Support.AM]

Good day @hopeadair

We reviewed and all seems to be working as expected. The order number in the question is from 2013 and it has been created in Salesforce in the last week. The other opportunity which you are referring to having NO order number associated with and listed in the same contact.

Please note that for every opportunity created by C&P have the order number associated with. It seems that it has been created manually back in 7/25/2014:



Hope that answers your question. Let us know if we can be of any further assistance.

[hopeadair]

Hi, sorry, this does not answer my question. Can you find the gift from 2016 in Click and Pledge? Why is there no order number associated with it? Also, when I pull up the 2016 gift in Salesforce, why do I see the 2013 gift listed there under opportunities?

[CnP.Support.AM]

Good day @hopeadair

Sorry, I am not sure what you are looking for. The other opportunity which you are referring to is NOT created by C&P:



We reviewed your Account#25688 and didn't find any transaction made by above contact except the one which is having the order number associated with. As stated above, it has been processed on 12/22/2013 9:54 PM but posted to Salesforce in the last week.

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

[hopeadair]

OK, I think I understand. This gift was made in 2013, and someone created a record for it in Salesforce at that time without connecting it to the C&P transaction. Then, last week, someone posted this gift to Salesforce. Is that right?

If so, one question - any idea why this was just posted to SF last week? How would this have happened?

Also, YES, please go ahead and update. Thanks!

[CnP.Support]

Good day hopeadair

We have upgraded your Salesforce instance as requested.

It is absolutely important that you re-establish connection between Click & Pledge and Salesforce. With this update C&P Accounts are no longer needed to be added to Salesforce as the connection will automatically add the required information to Salesforce. It is extremely important that you login to the portal & re-establish connection. You may see that your account is already connected but this does not mean the new information has posted to Salesforce. With this release 2 more variables are added to Salesforce with each account and as such it is important that you login and set up the connection again for all your connected accounts.

To establish connection please see the following KB article: https://support.clickandpledge.com/s...ion#Salesforce

Release notes:

• API Class Library 5.1612000002
  • Release notes: http://cnp.mn/2i6NErS
• PaaS 9.1612080007
  • Release notes: http://cnp.mn/2i6VAt5
• Event 5.1612000011
  • Release notes: http://cnp.mn/2i6RroQ

You may also join our Power of Us Hub: http://bit.ly/1cO852O

Please - We also love to know what you think about our platform. Please review our apps on AppExchange:

• Payment: http://bit.ly/cnp-paas-review
• Event: http://sforce.co/1yYgEPM

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

[hopeadair]

Thanks, I have re-established the connection. Can you please assist with my follow-up questions?

Is my understanding of this incident correct? This gift was made in 2013, and someone created a record for it in Salesforce at that time without connecting it to the C&P transaction. Then, last week, someone posted this gift to Salesforce. Is that right?

If so, one question - any idea why this was just posted to SF last week? How would this have happened?