Duplicate accounts and contact records

[nbenmeir]

When a person is making a donation through our click and pledge, when the transaction goes to salesforce, C & P is now creating a new account record for each transaction. It links that transaction to the contact record on file and then the account record that it has created, thereby creating duplicate accounts.

Then we have to go in and merge these account records. Sometimes there are 3 duplicate accounts.

It also sometimes makes a new contact record as well that we then have to merge.

It creates these duplicates even if the contact's information that was entered through the donation is identical to the existing record.

This is caused a great deal of extra work on our part to process donations.

Please help, thank you.

[CnP.Support]

Good day!

Please let me know the following:

- What version of our application have you installed?
- Are you using the Nonprofit Starter Pack? If so have you followed the steps for NPSP? http://forums.clickandpledge.com/content.php?269-NonProfit-Starter-Pack

Based on what you posted it seems like you are using NPSP and NPSP is creating an account for each new contact and our system is setup to create an account as well.

Please let us know so we can review the settings.

[nbenmeir]

It looks like we have version 4.6 of the application. I double checked steps for the NPSP(yes, that is what we use) and the settings under C & P settings, and the selections it was telling me to change had already been changed(or looked like they never existed as options).

My organization had to reinstall C&P in December because there was an issue with the transactions not going through. Before the reinstall, the problem of excessive duplication was not occurring. Any other thoughts on how to fix this?

Thanks again.

[Shirin]

Good afternoon,
please note the following:
1- Contacts in our system are identified as first name, last name and email address. If any of these 3 fields do not match, we create a new contact.
2- Your version is pretty old; we ask you to upgrade to version 4.23 which is the latest release as of today (Please see the link below)
http://forums.clickandpledge.com/forumdisplay.php?53-Salesforce-Payment-Platform

once you upgrade, if the problem still persists, we will arrange for a conference call with one of our support engineers to take a look at your settings.

[kgigax]

I'm having the same problem - CP on Salesforce is 4.32 and the Events is version 1.49. Any help is appreciated. Thanks.

[CnP.Support]

Good day!

We need to review your settings. Contacts are identified based on exact matching of the following fields:

- First name
- Last name
- Email

If any of these 3 are not identical a new contact will be created. So for example of the person types Bill Smith using email [email protected] as his information and that same person is in the database as William Smith using email [email protected] a new contact will be created since Bill is not equal to William.

Event follows the same rule as the payment system does.

Please email [email protected] and setup a screen sharing session so we can review your settings and find out what is going on.

Also just in case:

Are you using the Nonprofit Starter Pack?

If so have you seen the following article?

http://forums.clickandpledge.com/content.php/269-NonProfit-Starter-Pack