Double the Donation transactions timing out and not making it over to Saleforce

[CRobi24]

We set up the integration with Double the Donation, Click and Pledge and Saleforce. I turned on the 3rd party interface for one connect campaign to test a transaction. We wanted to test to if the opportunity was created in Salesforce working correctly. We tested in Virtual Terminal as well as a on a Connect (DTD enabled) donation page. Both of the transactions authorized in Connect, but their Saleforce Status is Error and didn't appear in Saleforce. Amanda asked me to post this to the forum. Transaction number:

37969-1709281431550471423

.
Thanks!

[CnP.Support.AM]

Good day @CRobi24

The order number in the question has been credited back on 10/2/2017. However, if you please grant us login access to your instance, we will review whats going on.

[CRobi24]

Hello, I have given you access to our Saleforce instance. Can you run a transaction through and select double the donation? We tried doing it through a donation page as well as virtual terminal and both errored out. It appeared to be a time out. I've since credited my credit card i did through the the donation page.

[CRobi24]

Any update on this? We'd really like to implement this and currently isn't working. Thank you!

[CnP.Support.AM]

Good day @CRobi24

We reviewed your instance and found that the DTD information was posted to SF but due to number of triggers, workflows and process builders you have in your instance it errored out.

We need your permission to repost the data of above order#37969-1709281431550471423 in order to debug the issue.

Looking forward to hearing back from you.

[CnP.LiveSupport.AB]

Chris,

I ran a test transaction in Virtual Terminal for Double the Donation- you probably got the receipt for it. When I initially tried to search for the existing patron and set it to you, I got the error similar to your description- there was a popup indicating a time-out. This suggests it is not Double the Donation being added to your account, as I had not yet done any action to trigger Double the Donation at that point.

I ran 2 transactions with Levi as the Double the Donation Company, and they both appeared to process.

We are still looking into the automations that are triggered, blocking the transaction from coming back into Salesforce.


~ C&P Live Support

[CnP.Support.AM]

Good day @CRobi24

We reviewed the order number in the question i.e. 37969-1709281431550471423 and identified the issue causing to process the data into Salesforce instance.

C&P Data of Order# 37969-1709281431550471423



Please see this:




The above Process Builder causing issue to process the information of DTD into your instance:

In order to fix the above, please review the above process builder and re-post the data.

Regarding the test transaction which we have tested order#33189-171006070104412 unable to post to your Salesforce instance and after further investigating we found that there are so many queries/triggers fired for dlrs and rh2 name spaces in your instance which is causing the issue to post the data:



Please check by disabling those triggers and workflows and re-post the data for above order number.

Hope that helps. Please check and let us know if we can be of any further assistance.

[CRobi24]

We had NIM resolve the issue with Process Builder that was causing the issue. Now, the matching gift opportunity is being created, but for some reason, it assigns the account to Anonymous. The opportunity name has the matching gift company on it, but the oppoortunity is assigned to anonymous. Amanda said to tell you that we have automated contact match in C&P turned on and this might be related to that.

[CnP.Support.AM]

Good day @CRobi24

May I know what do you mean by anonymous account? Would you please share the order number so that we can review it?

Looking forward to hearing back from you.

[CRobi24]

Here's the C&P Order Number: 37969-171012161552755

As you can see, it created a matching gift opportunity, the name includes MG-IBM - International Business Machines-Chris Robinson. But the account assigned to it is "Anonymous"

Thanks, Chris

[CnP.Support.AM]

Good day @CRobi24

One of our developers reviewed your instance and concluded that due to some of your triggers/workflows in your instance the account is assigned as Anonymous.

Please review your triggers and flows to resolve the issue.

[mlregal]

CnP.Support.AM The problem seems to be that the Account is being created with the Household Record Type instead of the Organization Record Type. How can we ensure that the C&P Double the Donation matching organization gets created with the Organization record type?

[CnP.Support.AM]

Good day @mlregal

Please note that in the presence of NPSP we are not handling the Accounts. However, while reviewing your instance we found that you have set to "Household Account" as default Record Type for Accounts which is the reason it is getting assigned:



Hope that helps. Please check and let us know if we can be of any further assistance.