Virtual Terminal - Donation record not created

[Marcin]

Hi,
We processed a transaction using the VT inside our Salesforce instance. We got the confirmation message and the receipt e-mail. However, the donation record has not been created under the contact record. The contact record was already in Salesforce before we processed the transaction. We used the "load" bar on the VT page to populate billing fields. We've ran successful transactions using the VT prior to today.
Regards,
Marcin

[CnP.Support]

Good day Marcin,

This is strange.. what version of the C&P app are you using?

Do you see the transaction in the C&P Transactions? does it show the contact name?

[Marcin]

We are using version 4.6 of the app. There is no C&P Data or C&P Transaction record for that transaction. We just successfully processed one transaction for a contact that already existed in Salesforce. We also just processed a transaction for a new contact and there is no C&P Data or C&P Transaction or Contact or Donation record for that transaction in Salesforce. We received the e-mail receipt though.

[CnP.Support]

Hmmmm

Let me ask a simple question- sorry if it is too obvious but just in case.

Have you connected Salesforce to Click & Pledge through the administrative portal?

What is your organization's name or account # so I can retrieve the log on your account?

[Marcin]

Yes, we did connect it through the admin portal. Our online donations from our website are getting in Salesforce just fine. It is only the VT that's currently not working well consistently. Our org ID is

00DA0000000Hh25.

[CnP.Support]

Marcin,

We have an error in the log file for your instance and we are investigating the cause of the error. I will get back to you by tomorrow as our developers need a little time to investigate the error.

Sorry for the inconvenience.

[CnP.Support]

Marcin,

Have you created any custom triggers?

We need to login to your instance and figure out what is causing this since we have not been able to duplicate this. Naturally if you have a custom trigger or coding we need to figure out what is wrong with the cross talk between our codes.

Please reply back to this with your Click & Pledge account number so we can email you with login information that you will need to set up for us.

[Marcin]

Yes, we do have custom triggers. The account number is 19525.

[CnP.Support]

Marcin,

There appears to be a conflict between your triggers & our application.

I will send you an email through support with the info we need to access your account.

[Marcin]

Looking forward to getting that e-mail!

[CnP.Support]

Marcin,

We have upgraded your account to the latest release and tested a few things .. it appears that all is working perfectly.

Please test it and let us know if you experience any issues. Just as an FYI:

- Upgraded the release to the latest release 4.11
- You had version 4.1 installed which was quite old

Looking forward to hearing back from you.

[Marcin]

Thank you!

[Marcin]

Can someone please get back to me about the case #JBR-830-37907, which is related to the same issue?

[CnP.Support]

Good day Marcin,

The issue with your account is not related to this as your case, based on support, is related to customization you have done that stops us from creating records.

Support is calling you now to further explain.

It is best if you also review the ERROR message by clicking on the transaction in the C&P Data. If a transaction encounters an error while processing in Salesforce it will generate an error message and we post it as the message at the bottom of the XML post.

[Marcin]

The validation rules have been rewritten almost two months ago and should no longer present a problem. I am aware of the C&P Data object, but the problem is that there are no C&P Data records at all for the two missing transactions. I am in touch with support. I hope we can solve the problem soon.