Recovering Temporary Contact, Changing Recurring Account

[jkwok]

Hi there,

My client had a donation (order # 30994-1711192052009331716) come in that got attached to an existing Salesforce contact which may not be the actual donor. This is because the donor and the contact share the last name, but have very different first names, and different emails. I suspect that maybe this was an error on their part when converting the C&P Temporary Contact, but is there any way to check for this - such as recovering the old C&P Temporary Contact record?

Additionally, since this donor may have gotten attached to the wrong Salesforce contact AND this is a recurring donation they established - how can we make sure that the future recurring payments are attached to the right Salesforce contact?

I've granted C&P access to their instance, OID is 00DA0000000HNy0.

[CnP.Support.AM]

Good day @jkwok

You will need to delete the complete footprint of the above order number from your instance and then re-post it from Connect. It will come into the Temp contacts and from there you can assign the transaction to the correct contact. This way future recurring payments will be attached to the right Salesforce contact.

Simply go to the C&P Settings > Maintenance

Enter the order number associated with the transaction and delete the record. Make sure all boxes are checked so as to delete the entire footprint of the transaction.

However, we noticed that you are versions behind, if you allow us we will upgrade your instance with latest versions.

[jkwok]

Thank you! We will go ahead and do that.

In the meantime, yes, please go ahead and upgrade us.

[jkwok]

I followed the steps above and then re-posted the transaction to Salesforce. It went straight to attaching itself to the incorrect contact record, instead of going into C&P Temporary Contacts. Any reason for why this is so? The information on the contact record vs the C&P donor's information is different, so I don't believe the normal behavior is to automatically attach itself to the Salesforce contact.

[CnP.Support.AM]

Good day @jkwok

We have upgraded your instance with latest versions.

It is highly recommended that you login to the Connect & re-establish connection. You may see that your account is already connected but this does not mean the new information has posted to Salesforce.

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

Release notes:

Library v5.1710020002
Release notes: https://cnp.mn/51710020002

PaaS v9.1711120009
Release notes: https://cnp.mn/91711120009

Now, the above recurring transaction is in Temp contact. Please review it and assign to the correct SF contact. Future recurring payments will be attached to the right Salesforce contact.