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One-Time vs. Recurring donation confusion

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  • One-Time vs. Recurring donation confusion

    We're experiencing a problem in which donors who select the "one-time" gift option through our website are receiving C&P receipts and communications about a monthly recurring gift instead of a one-time donation.For example, a recent donation of $100 triggered a receipt and thank you note for a recurring $100 monthly ($1,200 annual) gift to a donor.

    I have isolated the initial donation that experienced this problem (on 1/14/2020) but cannot discover WHY this is happening. Our one-time donations worked properly in the year-end flurry of donations, and we haven't changed our settings.

    I just ran a test donation (mentioned in another ticket because of a separate issue around Salesforce Campaigns) for $5 one-time gift, but my C&P-generated receipt shows this as a $5 monthly charge for a total of $60 over 12 months. Please advise.

    C&P Support said, "We were able to test the receipt and determine this issue is also pertaining to the Gravity form used for donations which is mapping the wrong information to the receipt template. For this we have been advised by our Developers to direct you to the Forum for advanced C&P Developer Support."

  • #2
    Good day @[email protected]

    When you said receipt, are you referring to C&P Autoresponder in Salesforce OR Connect receipt? Would you please share the order number as well as the receipt screenshot by blurring sensitive information so that we can review it?
    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
      I'm not sure where the receipts originate (the emails says from Grow Pittsburgh "via clickandpledge.cc" .
      Our two order numbers that had this error are: 21271-2001271114421043171 (VISA payment on 1/27/2020). The other is: 21271-2001140947304844953 (which was an e-check payment on 1/14/2020). Thank you. I'm not sure how to blur data on a screenshot, but once I figure that out, I can send a copy of the receipts too.

      Comment


      • #4
        Good day @[email protected]

        We reviewed and it looks like there is an issue with the Recurring option in your gravity forms. Though, the "One Time Only" selected, the recurring information is passing as custom questions. Please see:

        Click image for larger version

Name:	Custom questions.jpg
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ID:	50605

        You need to recheck the field settings or change the logic of the recurring option offered in your gravity form.

        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
          Could you please be a little more specific? We've looked at the gravity forms and can't see where there's a logic problem. Also, this error started occurring all of a sudden without our having changed any settings.

          Comment


          • #6
            Good day @[email protected]

            It is hard for us to find the root cause of the issue without reviewing your instance. Please share the requested information by submitting the support ticket so that we can review and find out what's going on.

            Looking forward to hearing back from you.
            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


            • #7
              Thank you. Permission has been granted.

              Salesforce ID: 00Dd0000000ej33

              Comment


              • #8
                Hi Ryan,

                I believe your primary problem is that your Gravity Form form has 'Recurring' set as the default value, and your Patron merely chose an amount an entered the Billing Information.
                If I load the page that order 21271-2001271114421043171 was made from:



                When you use Click & Pledge with Gravity Forms, what you are really doing is using Gravity Forms to build your form, and Click & Pledge to process the payment.
                You set up the form with Gravity Form, and then pass the fields that Click & Pledge needs to charge the transaction. This is why your Total and Recurring Options are showing in Click & Pledge as Custom Questions.

                Gravity Form is probably sending your receipts, because your C&P account settings are set not to send Receipts at all.

                Click image for larger version

Name:	2020-02-11_FRM Ryan Walsh Grow Pittsburgh 03.jpg
Views:	22
Size:	92.5 KB
ID:	50791

                Let us know if we can be of any more help.
                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
                  Thank you. Yes, the Gravity Form should be sending receipts but we've been unable to locate the nature of our problem. Since you are not a WordPress Gravity Form support forum, we'll seek answers elsewhere. Thanks for your time!

                  Comment

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