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Using Virtual Terminal for credit card processing; Campaign isn't mapped

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  • Using Virtual Terminal for credit card processing; Campaign isn't mapped

    Hi,

    This is a new issue. When we process a credit card donation using the Virtual Terminal, we would enter a value in the Transaction Campaign field (which gives us a list of all Salesforce campaigns that we've created). And whatever value we chose will be then carried over automatically to the donation "Primary Campaign Source" field. This has been working perfectly until about a week ago. This transaction 36448-180606181053712 was processed on 6/6 at 3:10 pm. This one the campaign that was inputted through the Virtual Terminal did flow through to the Primary Campaign Source field.
    However, this one 36448-1806061814367593795 was procssed on 6/6 at 3:14 pm, also inputted the campaign through the Virtual Terminal. However, it did not flow through to the Primary Campaign Source field. And all other cc donations processed through the Virtual Terminal since then has this issue.

    Access to SF has been granted.
    Thanks.

  • #2
    Good day @mjokiman

    We reviewed and found that first transaction Order#36448-180606181053712 have Transaction Campaign which is the reason it gets assigned as a Primary campaign Source but we found that you have modified the Transaction Campaign (Blank) at second Transaction details page (Order#36448-1806061814367593795) which is the reason you don't see the primary Campaign source.

    However, in order to debug issue we have reposted the data but since you are at the latest version and given there is no Item Campaign assigned, the Primary Campaign Source is blank.

    I understand that in the previous releases the Transaction campaign was being assigned as a Primary Campaign Source but due to inconsistencies this behavior has been changed from the following release: https://forums.clickandpledge.com/fo...s-9-1804150008

    If Items with NO Salesforce Campaign assigned will NOT be assigned to any campaign.

    Hope that answers your question. Let us know if we can be of any further assistance.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Sorry, I don't quite understand the explanation. I think I get why it's not posting, you guys updated the functionality so somehow it's causing the issue. What i need to know is how do we get the Primary Campaign Source to be filled in?

      I don't understand If Items with NO Salesforce Campaign assigned will NOT be assigned to any campaign. what do you mean by No salesforce campaign? I'm trying to have the SF campaign to be filled in.

      Comment


      • #4
        Hi Monica, I hope the explanation I gave you in Live Support today helped in understanding in how to make sure that the Salesforce Campaign is assigned to the Opportunity by entering the Item Campaign rather than the Transaction Campaign.

        I will bring up the issue you are experiencing with Campaigns being listed vertically when I meet with the team in the morning. I am going to provide the screenshot here, so that our Developers will be aware of the issue that came up:

        ~ Live Support

        Click image for larger version

Name:	2018-06-14_vertical lookup MJokiman Union Rescue Mission.png
Views:	1
Size:	36.6 KB
ID:	39890
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          Thank you Amanda. Just so you know, there's an urgency in getting this fix because we can't choose the Salesforce campaign when the result/s is being displayed like this thus all of the credit card transactions that we processed will have a blank Primary Campaign field. We would have to manually go into each donation to input the campaign. Thanks.

          Comment


          • #6
            Hi, I didn't realize that this issue is affecting our recurring donations as well. We have 166 transactions so far with blank primary campaign source. This is causing major issues for us because it's affecting our reporting, receipting, etc.

            This is also affecting recurring transactions where the campaign was established in the transaction campaign field and now the primary campaign source field on the opportunity is blank. By the end of the month we wI'll have close to 800 transactions. How do we get them all to populate the campaign and for future recurring transactions ?
            Last edited by mjokiman; 06-15-2018, 02:11 PM.

            Comment


            • #7
              Hi Monica,

              As you also posted this in the Hub, I responded there. https://powerofus.force.com/0D58000004I880H.

              Feel free to join Live Support if you would like some help setting up the SKU mappings.
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

              Comment


              • #8
                Hi Monica,

                I have discovered a bit more about your recurring donations whose Opportunities are not getting campaigns, it appears many of these were batch uploaded in VT.
                I'm still clarifying what was entered and when. I will check in with you again tomorrow.

                Were you able to determine the resolution on your laptop and Desktop screens?

                ` Amanda, Customer Advocate
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #9
                  We continued to review into the situation this morning. It's a bit of detective work. It appears the Recurring Donations that do not have Campaigns were batch uploaded. The first installment Opportunity is showing that it was assigned to a Campaign; however, the initial data imported does not appear to have any Campaign data included.

                  We want to make sure that this is accurate - if it is, than the Recurring Donations were not assigned to Campaigns when they were created, in which case the ongoing payments would not have campaign information.

                  I'm going to send you some times for a online meeting.

                  ~ Amanda
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment


                  • #10
                    Monica,

                    I will not be in the office next week, but I have passed on both the Recurring Payment Donation record issue and the Virtual Terminal Campaign Lookup issue to our team. Once the beta release has been sufficiently tested, they will upgrade your instance and notify you.

                    The resolution for your Recurring Payments is that once the Beta is installed, you will see a new option in C&P Settings > Opportunities > Primary Campaigns to "Use SKU Campaign". A new entry will be added at the bottom so that blank SKUs will receive the Transaction Campaign- addressing issues that may arise with other customers

                    Click image for larger version  Name:	2018-06-29_MJokiman Recurring Payment Resolution.png Views:	1 Size:	29.7 KB ID:	40114.

                    In your situation, you are using SKUs, even though you are not using them do define your Opportunity campaign, so you will need to add additional conditions to make sure that your Recurring Payments start assigning the Transaction Campaign to the Opportunity. You may either add the 'is Recurring' condition, or add a condition for each SKU reflected in this C&P Recurring Report:https://na35.salesforce.com/00O41000008dpcG

                    And then you will be out of the woods going forward!

                    ~ Amanda Byrne, C&P Customer Advocate
                    Regards,
                    Click & Pledge Support Department

                    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                    Join us @ the educational webinars: https://clickandpledge.com/webinars/
                    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                    Comment


                    • #11
                      Hi Amanda, thanks for this info. I don't want to mess up anything else that we have already configured and currently working in our settings. I'm not totally clear as to what I need to do. Sorry, is it possible for you to walk me through in details, what do i need to put down under each field, so under "Condition", what do I choose? If I want to just add 'is recurring' condition as you suggested above, what do I put under SKU? And under Campaign ID, it's a required field, what do I need to put down since each recurring donation will have a different campaign. Thanks!

                      Comment


                      • #12
                        Hi Amanda, another question, are we still entering the campaign in the "Item campaign" for single transaction? It was working before, but now when we processed a donation and input the campaign in the "Item campaign", it's coming up blank when the opportunity is created. Here's an example https://cnp-paas.na35.visual.force.c...1000007NngnEAC

                        Comment


                        • #13
                          Can someone please look into this? Thanks!!!

                          Comment


                          • #14
                            My apologies Monica, I thought they would let you know you had been upgraded. You were upgrade on July 3rd, but were not notified. I did ask about it on my return, but did not get back with you to let you know, and I should have. Please review your C&P settings in Salesforce to set any additional 'Use Transaction Campaign' options needed.

                            Sincerely, Amanda
                            Regards,
                            Click & Pledge Support Department

                            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                            Join us @ the educational webinars: https://clickandpledge.com/webinars/
                            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                            Comment


                            • #15
                              Hi Amanda, I'm not sure I'm clear as to how the new settings work. What do you mean by setting any additional Use Transaction campaign options needed?

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