Transaction assigned to the wrong contact/account

[Calista]

Using CnP PaaS 4.17 with Salesforce w/NPSP using the one2one account model...

I've got an existing contact in Salesforce, "Calista Carter" with an email address of "[email protected]" (and a related one2one account record). I want to see what happens with CnP transactions when I enter a new transaction (via CnP checkout page) for a contact with the same name, "Calista Carter" but with a different email address "[email protected]".

I would expect CnP to create a new contact (and NPSP to create a related one2one contact) - it does.

AND I would expect CnP to attach the CnP Transaction it creates to the newly created contact - it does, BUT the Account lookup on the Transaction record (and the Account/Org lookup on the related donation record) both point to the OLD one2one account (the one linked with the [email protected] contact) and NOT the newly created contact. This is both incorrect (donation attributed to the wrong contact/account) and confusing to users.

Is there anything we can do to resolve this? Why is it happening? Let me know if I can help you troubleshoot this.

thanks,
Calista

Calista Carter
Idealist Consulting
P: 800.889.8675 x 502
F: 800.889.1659
Idealist Consulting
advance your mission

[CnP.Support]

Calista,

Since you are using the NPSP have you set the C&P setting NOT to create an account?

NPSP creates an account and to avoid a conflict please set the option not to create an ACCOUNT in the C&P Settings. If you leave that as one-to-one you will end up with 2 accounts for the same contact.

[Calista]

Yes, we have the C&P settings set to NOT to create an account.

There are two contacts (with different email addresses) and two related one2one accounts - as I would expect. The issue is that CnP is assigning the Transaction to the correct Contact but the wrong account.

Calista

[Calista]

Note that I am using the same credit card # for testing; as I understand it, CnP is not storing cc's, but is it still linked to the account in some way and that's why it's getting assigned to the wrong account?

[CnP.Support]

Calista,

I tried calling you but it went to your voicemail.

It is best if we discuss this over the phone and screen share the issue to find out what is going on. It is hard to troubleshoot your settings with the information you are providing.