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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.

  • mjokiman
    replied
    Hi,

    This recurring donation already have the salesforce campaign and campaign ID in Connect, but in SF it was blank (I just added it manually) Order Number:
    36448-181018091823253.

    This one as well:
    36448-181018091916372

    Leave a comment:


  • mjokiman
    replied
    Hi Amanda, thank you for your time today walking through some of the steps to help us alleviate the issue. To give you an idea of our campaign structure to help you think through of the option for us using SKUs:

    Each month we send out a newsletter and an appeal direct mail pieces (about 50-75K pieces per campaign each month). We would create at least 6 primary campaigns, for each mailings, for example: 18.07 Newsletter Small, 18.07 Newsletter Major, 18.07 Newsletter Middle, etc. Then under each primary campaign we create sub campaigns anywhere from 1-300 (sometimes more) sub campaigns. It looks something like this 18.07 Newsletter Small [1RAMAE], 18.07 Newsletter Small [1RAMAD], etc.

    When we use the virtual terminal, we simply would enter the sub campaign name. (that's why i don't think SKU would work?)

    For online donation forms, each month we would create forms for each email that we send out, i.e. July enewsletter, August enewsletter, July eAppeal, August eAppeal, July end of the month, August end of the month, etc. We also create donation forms linked to a vanity URL that's tied to the direct mail, so for the July Newsletter, we print on the letter www.urm.org/julynewsletter; the donation form we would create would then be mapped to a Salesforce campaign: 18.07 Newsletter Online. We do this each month for every newsletter and appeal, and Stories from Skid Row, and more.

    I hope this makes a little bit of sense and helps give you more insight. Feel free to reach out

    Leave a comment:


  • mjokiman
    replied
    Hi Amanda,

    Thank you for spending the time to dig into this issue. I hope we can get to the bottom of this asap since this is affecting our reporting, receipting, etc. We can't send our donors receipt when there's no campaign associated with the donation. We can't pull an accurate report when we don't know which campaign the donation is associated with.

    My colleague just made an online donation and she had done the campaign mapping in Connect. However, in Salesforce, the primary campaign source is blank. Here's her donation https://na35.salesforce.com/0064100000SJStC. I have more examples as well. This issue is different than the original issue I posted here, but it may be related, that's why I'm bringing it up here. I would love to have a follow up call with you to sort this out immediately please. Thank you for understanding.

    BTW, we already have the setting set up the way your screenshot showed above (Transaction campaign box checked)

    In summary, here are the issues so far:

    1) When using Virtual Terminal, we enter Salesforce campaign in the "Item Name", but primary campaign source still coming up blank: https://na35.salesforce.com/0064100000SJQSz

    2) My colleague just made an online donation and she had done the campaign mapping in Connect. However, in Salesforce, the primary campaign source is blank. Here's her donation https://na35.salesforce.com/0064100000SJStC. I have more examples as well.

    3) Hi, if you take a look at this C&P Data detail https://na35.salesforce.com/a1641000004wCZUAA2 for Transaction-24564 and order 6448-1807102157172592847, it says that <Campaign>18.07 General Appeal Summer Online</Campaign>

    However, in the opportunity https://na35.salesforce.com/0064100000SIw2z it shows
    Primary Campaign Source FY18 Website Online Giving
    We want the primary campaign source to show the 18.07 General Appeal Summer Online

    Hope this helps. I didn't think the other issue was related with one another that's why I created another post.

    Thanks,
    Monica
    Last edited by mjokiman; 07-16-2018, 07:37 PM.

    Leave a comment:


  • CnP.LiveSupport.AB
    replied
    Now that this 'rule' was added to the Opportunity Settings for 'Use Transaction Campaign', to sort out the issues with the Salesforce Campaigns you have set in Connect, it impact how Virtual Terminal behaves too. The rule applies to every C&P transaction coming into Salesforce, no matter what form it comes from.

    So now, the Transaction Campaign must be set in the Virtual Terminal, or no Campaign will be assigned on the Opportunity.

    Click image for larger version  Name:	2018-07-16_URM Opportunity Settings.png Views:	1 Size:	50.8 KB ID:	40286


    I have truly spent every spare moment I've had today drafting a plan to simplify this for you going forward - so I will be back in touch soon. You have two forum posts open at the moment - I believe my response was intended to be for the other post.

    ~ Amanda
    Last edited by CnP.LiveSupport.AB; 07-16-2018, 04:35 PM.

    Leave a comment:


  • mjokiman
    replied
    Hi Amanda,

    I'm confused with your latest response. This issue is only for donations created through the Virtual Terminal. Should not have anything to do with Connect or at least that's how we were processing them prior to the update that's causing this issue now. I think it's best that we get on the phone to clear things up because I'm not sure I understand completely how we're supposed to process transactions using the Virtual Terminal so that the primary campaign source on the opportunity will be mapped correctly.

    Thanks,
    Monica

    Leave a comment:


  • mjokiman
    replied
    Hi Amanda,

    We are still having issue with this:

    07-05-2018, 07:51 PM
    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.com/apex/transactiondetail?Id=a1M41000007NqHvEAK
    https://na35.salesforce.com/0064100000SJHHJAA5

    Leave a comment:


  • CnP.LiveSupport.AB
    replied
    Monica,

    I'm reviewing URM's settings in both Connect and in Salesforce, and thus far (from what I've reviewed so far)- Opportunities will be assigned properly, so don't worry about 'set any additional 'Use Transaction Campaign' options needed'. For now, you are fine regarding Opportunity Campaigns.

    However, I think I can suggest a structure that will make managing Connect Campaigns with SF Campaigns a lot simpler, and I'd like you to have a better experience of our product. Once I finish reviewing, I will contact you about that.

    ~ Amanda
    Last edited by CnP.LiveSupport.AB; 07-16-2018, 10:51 AM. Reason: wording modified for clarification

    Leave a comment:


  • mjokiman
    replied
    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?

    Leave a comment:


  • CnP.LiveSupport.AB
    replied
    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

    Leave a comment:


  • mjokiman
    replied
    Can someone please look into this? Thanks!!!

    Leave a comment:


  • mjokiman
    replied
    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

    Leave a comment:


  • mjokiman
    replied
    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!

    Leave a comment:


  • CnP.LiveSupport.AB
    replied
    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

    Leave a comment:


  • CnP.LiveSupport.AB
    replied
    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

    Leave a comment:

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