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  • Primary Campaign Source is Blank for Recurring Donations

    Hi,

    I'm not sure if this issue is the same as this one or not: https://forums.clickandpledge.com/fo...ce-opportunity

    I have a few recurring donations that all of the sudden in August, the Primary Campaign Source field is blank. Here's one: https://na35.salesforce.com/0064100000TA7fe . One thing that I noticed that i thought was weird, is that this is a donation from 8/1. However, on the last modified field it shows Click and Pledge with the date 8/29.
    Last Modified By Click & Pledge Payment-as-a-Service, 8/29/2018 8:17 AM
    And for this one https://na35.salesforce.com/0064100000QX475 which is a June donation, the last modified also shows by Click and Pledge on 8/29. This is also a recurring donation, and at the time, the Primary campaign source field was automatically generated. However, for August and Sept donations, the primary campaign source is blank.

    Seems to me that Click and Pledge did something that caused this issue to happen. Please let me know asap how to fix this other than manually going into each donation every month. Our reporting and closing end of the month relies heavily on the campaigns, so when it's blank, we can't pull any reports.

    Thanks.

  • #2
    Monica,

    I do believe this is the same issue. We met, and I believe decided that moving URM to a SKU based setup was not going to work well (I forget why).

    Please go to C&P Settings > Opportunity and see if you have the rule listed as defined in this screenshot (Primary Campaign is at the bottom of the page). If not, add it.


    Click image for larger version  Name:	2018-09-10_Forum_mjokiman.jpg Views:	1 Size:	67.8 KB ID:	41365


    This should resolve the issue next month when the recurrings are run, if those recurring transactions have been assigned to a Connect Campaign.

    To fix the existing Opportunities that were created without Campaigns, you may:

    1. update each Opportunity manually, OR
    2. "Repost" by clicking on the C&P Order Number on the Opportunity Detail (takes you to the C&P Transaction), then click on C&P Data (takes you to the raw data as it came into Salesforce, then click on the button to repost. In Lightning, it's a menu option under 'More'. This will delete the original Opportunity that was created at the time it was posted to Salesforce and recreate it. So any changes that have been made to the Opportunity since it was originally created will be lost.

    ~ Amanda B, 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/
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    Comment


    • #3
      Hi Amanda, we already have the settings set up as shown on screenshot below. We didn't make any changes to the setting, so why is this happening again? We are heading to our busiest season of the year, having to fix something manually on a regular basis isn't ideal for us. I thought we solved the issue a couple of months ago. What can we do to make sure this doesn't continue to happen?

      I see that on some of them on the recurring, the Primary Campaign Source is missing, which means, if it's not filled, then the future recurring donations are going to keep having blank Primary Campaign Source. This one for example: https://cnp-paas.na35.visual.force.c...1841000001Mmkt Was set up last year. We know that last year we included the Primary Campaign Source, but now it's blank.

      Thanks.
      Last edited by mjokiman; 09-11-2018, 09:30 AM.

      Comment


      • #4
        Hi This is a recent recurring donation https://na35.salesforce.com/0064100000ZL2VO that had the Primary Campaign Source missing. (I just added it manually). Please let me know what needs to be done so i don't have to keep running reports to find which transactions need campaign to be added manually. We are coming to our busiest season of the year, this will hindrance our process. Thanks

        Comment


        • #5
          Monica -

          When I look at the order that you reference in Connect, I do not see that it was ever assigned either a Connect Campaign or a Salesforce Campaign, there is also no SKU - so there is no information provided to point it to where it needed to go.

          You can assign what Salesforce Campaign you would like the next payment to receive by editing the Recurring Donation and assigning it to a Salesforce Campaign:

          Click image for larger version

Name:	2018-09-18_Forum_MJokiman.jpg
Views:	29
Size:	50.4 KB
ID:	41642

          You will need to do this manually to each Recurring Donation that is not receiving a Campaign, and the following payments will take the new value thanks to your C&P Settings rule.

          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


          • #6
            Thanks for the explanation. However, these are recurring donations that were set up last year, prior months, etc and we didn't have any issues after the initial issue started back in June. When the issue was resolved in June, I didn't have to go to Connect for each recurring transaction (over 700 transactions) and set the campaign manually.
            I need to know what's causing the issue now so it doesn't happen again in the future.

            Comment


            • #7
              The problem with the order number you provided is that it did not have a originally have a Campaign, Connect or Salesforce, to assign a Campaign when it arrived in Salesforce.

              You could certainly add a rule to your C&P Settings like this:


              Click image for larger version  Name:	2018-09-18_Forum_MJokiman 02.jpg Views:	1 Size:	32.9 KB ID:	41651


              (and of course assign it to a Salesforce Campaign by adding the Campaign Name, the text box will fill in the Campaign ID for you)

              This would let you assign a single Campaign to all your Recurring Donations. The 'Use Transaction Campaign' option is no longer relevant because your condition is whether or not it is recurring.

              Just because you resolved a Campaign assignment issue in June, does not mean that that resolution was the cause of why this particular recurring donation isn't assigned to a Campaign- for this order number, there is no Connect Campaign, no Salesforce Campaign, and no SKU. There has never been anything to define how this Recurring Donation was assigned a Salesforce Campaign. You may have resolved an issue about how Campaigns were getting assigned, but it wasn't the issue causing the problem here.

              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
                Ok, what about this one https://na35.salesforce.com/0064100000TA7fe where the recurring transaction was set up in April of last year. There has been no problem at all until last month where all the sudden i have to enter the campaign manually. There's no campaign in Connect. This isn't the only example.
                I think the point I'm trying to make is that we have over 700 recurring transactions and 98% of them when the recurring was set up, the campaign was included (probably not in Connect because we never had to do this until now) and all of the sudden in August we are having issues where the campaign is missing. I need to know why this is happening.

                Second question, since we never have to set up the campaign in Connect, do we have to do that now for every single recurring transaction?

                Comment


                • #9
                  You are right - this order's first payment did arrive with an Item Campaign of "FY17 Heroes for Hope Giving", but presumably when you added your 'use transaction campaign' rule, this began failing because there was no transaction campaign assigned.

                  I remember meeting with you to encourage you to start using SKUs so that you could avoid this, however, we discussed a legitimate reason you felt your organization should not use SKUs. I do not recall the specifics. Looking at the report I made for you at the time, I see that some of the donations do have SKUs, and some do not.

                  Here's the thing- until we can revisit why SKUs was not a good idea, I have to recommend implementing SKUs. It may not fix your past issues, but it could prevent future ones. It's just not good practice to be setting the Salesforce Campaign in Connect anymore, when it can be regularly controlled easily inside of Salesforce. Especially since you are changing the 'campaign' that you want your payments to be applied to every year (instead of tracking all recurring donations payments on their original Campaign). There just isn't a way of saying 'if there is no Item-level campaign, use the transaction campaign'- there's only one or the other. And we don't have a solid history of when you made changes to your settings, only that there were quite a few recurring transactions where the campaigns were not set when they should have been, and that there are others that fell in the time period where our latest release no longer defaulted to the transaction campaign if there was no item campaign.

                  I don't think you'll be able to get around correcting a large number of records, but better to move forward with a solid strategy than to keep this up. If you can explain again why you're avoiding SKUs, I can provide your options.

                  ~ Amanda B.

                  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
                    Hi Amanda, we send out a newsletter and appeal every month, and we create different campaigns each month. So for example 18.09 URM Newsletter would be the primary campaign for this month's newsletter mailing. Sub campaigns will be created and there would be at least 1,000 sub campaigns created. The same thing with appeals. We also have acquisition mailings as well. I believe this is the reason why we can't use SKUs because when a credit card donation is processed, we would use one of those sub campaigns that's tied to the donor.

                    Comment


                    • #11
                      OK. This poses the following questions:
                      • So there's a Connect Campaign created for each monthly newsletter?
                      • Is the 'appeal' a part of the newsletter (that is- are you making the appeal in the newsletter, or are you doing a separate appeal somehow)?
                      • Does that correlate to the Salesforce Parent Campaign only, or is there a separate Connect Campaign created for each sub-campaign?
                      • How do you account for differences in acquisition? Are you changing the Opportunity Campaign when it's processed based on the original Primary Campaign that is assigned?

                      The advantage of SKUs is that you assign at the Connect Campaign (think of it as the payment form- the SKU is assigned when the purchase is created), and then they're 'interpreted' when they arrive at Salesforce. So if you need to update payments for a recurring donation from one fiscal year to another, you just change the one SKU rule in C&P Settings > Opportunity, rather than trying to update all the relevant Connect Campaigns. Once I get a solid idea of what you're doing, we can see if they can work for you or not, but it's hard for me to see how they could not ultimately help - as you can set them separately in each Connect Campaign the same way you are assigning Salesforce Campaigns separately in Connect.

                      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


                      • #12
                        Hi Amanda,

                        1) We don't go to Connect to set up any campaigns (unless to fix the issue as you have suggested). Most of our recurring transactions are being done by the donor through our website/online. For those calling or sending us their credit card info, we process them through Virtual Terminal
                        2) We send out a separate appeal mailers (Please note we also have other campaigns as well, but these 2 are the biggest chunk of our campaigns because of the thousands of sub campaigns created each month).
                        3) When we enter the campaign in Virtual Terminal, we would type the sub campaign names
                        4) I'm not sure I understand this last question. Acquisition is another direct mail piece that we send out to our prospects.

                        We do not change the campaign for recurring transactions; it should have the campaign when the recurring transaction was originally set up. It should never changed.

                        We really are not doing/changing anything. We let our recurring donations processed as is. The issue started back in June 2018. We never have any issues since we started using C&P in May 2017 until then.

                        Comment


                        • #13
                          Monica,

                          Can you give us a list of the recurring transactions where the Opportunity was not assigned a Campaign, and what Campaign they should have received? I cannot tell looking at your data what has been modified since it arrived in Salesforce.

                          ~ 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


                          • #14
                            Hi Amanda,
                            A lot of them I've manually fixed so I would have to go to each donation and look in the history tracking whether or not I added the campaign.
                            Here's one https://na35.salesforce.com/0064100000TA7fe that I mentioned earlier. I fixed it already with the campaign FY17 Heroes for Hope Giving

                            Another one that I already fixed for this month https://na35.salesforce.com/0064100000QX475 FY14 Heroes for Hope Website Online Giving this recurring was set up last year. August September we had to manually enter the campaign. Prior to August, the campaign was automatically there.

                            Comment


                            • #15
                              I can help you when I have a specific order number to look into, but it's difficult to know where to start when the only information we have is 'some orders come in without Campaigns'.

                              Since I wasn't sure what had been changed on the Recurring Donation Report I had created for you in the past, I created one in Connect Reports to show what Connect Campaigns your Recurring Donations were assigned for September.

                              Here is the result:



                              Now- the orange column reflects the Connect Campaign assigned, and because we have the 'Use Transaction Campaign' rule set in C&P Settings, those payments will receive the Salesforce Campaign specified in the Connect Campaign Details > Salesforce Campaign.

                              I suspect the ones that you're having problems with are the ones that have the Campaign assigned in the blue column, but not in the Orange column. These are transactions that are getting made from the legacy portal or FaaS forms (custom forms). I checked your portal account, and there are no forms there, so you must be using custom forms. They are not running through any specific Connect Campaign.

                              Let me bring this up in Developer Meeting tomorrow to see what options might be available - do you know if all the Campaigns in the blue column have corresponding Connect Campaigns?
                              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

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