Close date in NPSP and Transfirst is different than C&P report

[mjokiman]

Hi,

I'm doing month end reconciliation and pulling reports from Transfirst and C&P. Some transactions have different close dates in NPSP vs Transfirst vs C&P. This example 36448-1705030020292862868 shows in NPSP close date 5/2 as well as in Transfirst. But when I pulled transaction report in C&P, it shows that transaction date is 5/3. This causes a lot of confusion and discrepancy when we're trying to balance at the end of the month. There are more examples such as this one.
I know with this example, the reason is probably because of the donor was in the Temporary Contacts and I went through it the next day. But, that shouldn't change the transaction date in C&P? The report that I pulled is the one that says month end - Monica.

Here's another example: 36448-1705020003359946808 NPSP and Transfirst show 5/1 but C&P report shows 5/2.

How can we pull an accurate report?

Thanks,
Monica

[CnP.Support.AM]

Good day @mjokiman

Would you please share the Report ID and let us know which field you are referring to in the report?

If you are using the field Transaction Date in the report then we suggest you to use Transaction Time Zone and check.

[mjokiman]

The report is in connect

[mjokiman]

Any updates?

[CnP.Support.AM]

Good day @mjokiman

Please see:

36448-1705030020292862868


36448-1705020003359946808


As you can see above in the transaction detail page, dates are the same as you see in the Transfirst. I am not sure which report you are referring to in the Connect. Would you please share the report name you are referring to?

[mjokiman]

I mentioned the report name on my original post : The report that I pulled is the one that says month end - Monica.

[CnP.Support.AM]

Good day @mjokiman

Sorry for oversight the report name. We reviewed the report in the question and noticed that both of the above order numbers are NOT listed in the report because the above transactions from last month and the report you are generating is for this month:

[mjokiman]

I created this post in may. And the report was also created in may. I'm trying to reconcile may transactions . Therefore, what I'm referring to are may transactions

[mjokiman]

This is the comparison that i have between C&P and NPSP...as you can see, the overall total is pretty close ($50 discrepancy), but the daily comparison is off. When I pulled the Transfirst report and compared to NPSP, they're matching on a daily basis. So it doesn't make sense that C&P report isn't matching with NPSP on a daily basis when the two are supposed to be integrated and syncing seamlessly. Thanks.

Row Labels	Sum of UnitPriceCharge	NPSP
5/1/2017	2613.74	2763.74
5/2/2017	1420	1820
5/3/2017	3550.5	3050.5
5/4/2017	1148.52	1148.52
5/5/2017	3613.92	3713.92
5/6/2017	1983	2026
5/7/2017	3513	3370
5/8/2017	2086	2536
5/9/2017	1991.84	1891.84
5/10/2017	3160	2860
5/11/2017	2235	2435
5/12/2017	3179	2929
5/13/2017	1032.5	1042.5
5/14/2017	1484.87	1811.87
5/15/2017	3643	3306
5/16/2017	2206	2656
5/17/2017	6203.88	5803.88
5/18/2017	2809	3009
5/19/2017	1653	1428
5/20/2017	1945	1920
5/21/2017	1145	1645
5/22/2017	7327.05	6827.05
5/23/2017	5232	5982
5/24/2017	2869	2169
5/25/2017	2720	2670
5/26/2017	3622	4222
5/27/2017	2472	1872
5/28/2017	2542.48	2797.48
5/29/2017	733	828
5/30/2017	1548	1256.13
5/31/2017	1842.13	1784
(blank)
Grand Total	83524.43	83574.43

[mjokiman]

any updates????????

[CnP.Support.AM]

Good day @mjokiman

The above comparison which you have shared, may I know from which report it is? I see one is mentioned from NPSP and the other is belongs to C&P? If so, is it Connect Report or C&P Reports in SF?

[mjokiman]

Hi,
The above comparison is from NPSP which I created on my own, pretty much listing all C&P donations received (NOT C&P reports) vs C&P which is the connect report that I mentioned since the beginning of this ticket. Thanks. It should be pretty easy to troubleshoot this issue if you can just look at the report I mentioned a few times on this ticket and compare the few donations in NPSP that I had mentioned as well. We're just looking at the close dates here. I'm not sure why it's been 3 weeks since I created this ticket and there's been no progress. Another month is about to end and I will need to reconcile again and this issue still hasn't been addressed. Thank you for your time.

[CnP.Support]

Good day mjokiman

This is a bit more basic (fundamental issue) than we once assumed. The reason for our confusion is the current status versus what the status must have been at the time of transaction. We had to dig into your question, NPSP, C&P Data and our data and realized what has happened. We hope you can follow the case and realize what is happening NOW and what has happened before.

Please see the following based on the C&P Data.

Order Number: 36448-1705020003359946808

<TransactionDate>2017-05-02 00:03:36</TransactionDate>
<TransactionTimeZone>2017-05-01 16:03:36</TransactionTimeZone>

The "TransactionTimeZone" is the time of the transaction based on YOUR "Time Zone" in the Connect platform. Click & Pledge's data center and office is in Blacksburg, VA which is Eastern Time Zone. So the TransactionDate node shows the time and date in OUR time zone. We post both the base time zone (our time zone) and then your time zone as set with the Click & Pledge account for reference and verification. Based on this information there is a time zone difference of 8 hours (12 - 4). This tells us that your time zone at the time of this transaction was set to International Date Line. When you apply for a C&P account the default value is set to this value (http://clickandpledge.com/signup/) and if it is not correctly set to your time zone when you apply it stays as that value (IDL). Our records show this has changed to the correct value after the reported transaction.

If you look at the time zone of our server post: 2017-05-02 00:03:36 (May 2, 2017 @ 00:03:36) and the one reported in Salesforce for this transaction, after conversion to the C&P Time Zone (set in your account at IDL) 2017-05-01 16:03:36 (May 1, 2017 @ 4:03:36 p.m.) there is exactly 12 hour difference (8 hours + 4 hours DST conversion).

The stated transaction has occurred when the time zone in your account was set to an incorrect time zone.

For Order Number (posted on 6/19): 36448-1706192118107539178 which is a recent transaction and based on the PST as set in the C&P Connect you see the following:

<TransactionDate>2017-06-19 21:18:10</TransactionDate>
<TransactionTimeZone>2017-06-19 18:18:10</TransactionTimeZone>

As you see the time difference between the 2 time stamps (TransactionDate and TransactionTimeZone) is exactly 3 hours which is PST versus EST.

Your account is set correctly now but at the time of the first transaction it was set incorrectly.

Sorry it has taken us a while to figure out what you are asking. We had to retrieve backups of your account with our IT team and trace back all aspects of the transaction to figure out what truly is going on.

I understand the explanation may be confusing but I hope you see the root cause of the issue as it was but NOW you should be fine.