Missing SF opportunities

[mjokiman]

Hi, we're going through an audit and so far I discovered a couple transactions that had gone missing. I know they were in Salesforce because each month I would reconcile between salesforce and Connect. But now I'm going through July 2020 and September 2020 and found 3 missing transactions.
36448-2009072111203902685
36448-201101093020791 This one I had reposted it from Connect
36448-2009161754223718459

From what I can see so far those transactions are associated with recurring transactions that have been cancelled. I don't know if it has anything to do with the missing opportunities.

[CnP.LiveSupport.AB]

mjokiman ,

We have re-processed these transactions to create the related Opportunities.

[mjokiman]

Hi I could reprocess them as well. I posted this because this is a huge issue. What happened. And are there any other donations missing like these ones. Our database should be accurate and reliable. When all the sudden donations that were already created then went missing, we have to figure out what caused this.

[mjokiman]

Any updates?

[mjokiman]

I found more missing transactions 36448-2009051413414746820 . This is really frustrating as I'm not able to complete the audit because I keep finding missing transactions and I'm not able to provide an explanation of why they went missing.
I am reprocessing them but I need to know why this happened and how this can be prevented from happening as it should have never happened.
EDIT: I found about 20 more transactions missing going back as far as 2018. I'd need to have a list of all the missing transactions before they're reposted. Thanks

[CnP.Support.AM]

Good day @mjokiman

Sorry for the inconvenience. Strange! Our developers reviewed your instance. By reviewing the above all order numbers we noticed that all are recurring with declined and Canceled.

Please note that upon cancelation of recurring, we are posting the cancelation information to SF and the same will be updated in the Recurring record and Opportunity stage. We don't know why the opportunity is missing from your instance.

We tried to find out but there are no logs to look into it in your instance. However, we are trying to replicate the issue in our test instances based on the above scenario to find out the issue (if any). We will keep an eye on your instance and if you find any order numbers please let us know before reprocessing it so that our developers will reprocess and find out the issue.

[mjokiman]

Here are order number for missing transactions 36448-1908141327181652920 36448-1811202124177507065
I would think you'd be able to identify at least some of the missing transactions by pulling a C&P report and compare with SF.