Donations Not Posting to Salesforce

[beaconofhope]

I've had a bit of trouble with this page..

Up until recently it was sending the default receipt despite me having the Do Not Send Receipt option selected in my admin panel and SendReceipt="false" in my form. I contacted support and didn't get a definite answer back from them but since the default receipt seems to finally have stopped being sent out I assume they might have done something to correct the issue.

Then I have had people try to donate and and get an error message. I know the error could also be on their end, but they swear they have input all the information correctly.

Now I have had some people donate and have their donations post to Salesforce, as they should, and consequently trigger the Autoresponder and they do not receive the default receipt. So all seems to be running smoothly. Not so fast. Then some people donate and the donation gets processed so I get the default receipt, but their donations don't post to Salesforce.

If it works correctly sometimes, why does it act up other times? I'm getting ready for a big launch tomorrow and really need to get this sorted out. I truly appreciate any and all help!

Here is the form: https://secure.beaconofhope.org

[CnP.Support]

Good day!

I tried to visit your page but I don't see a form. The link you sent: https://secure.beaconofhope.org/ points to a blank page with the following text:



first & foremost I suggest that you remove directory browsing from your web-serer since it is a major security issue.

I reviewed your posts and responses and every single ERROR message in the system is based on error code 5001 which is a general credit card decline by the bank. The error codes may be seen here:

http://manual.clickandpledge.com/Response.html

I don't see any other errors in the system based on your form. Since you are using FaaS platform the ERROR codes are posted back to you in either of the 2 methods, POST or GET. You can easily capture the error code and let us know what error code you are getting so we can review it. If our system posts back an error it also tells you what the explanation is and in your case the ONLY errors I see are card declines.

As for receipts:

- The "DO NOT SEND RECEIPT" option is set to YES so the platform will NOT send any receipts to the donors. As the organization you always get a copy. Donors should NOT get a copy of the receipt when the setting is set to YES. I have to inspect your form to see your code and make sure your settings are correct.

As for Salesforce:

I need to know what version of Salesforce you have installed. In all versions we post the data to "C&P Data" as an XML. If you scroll to the bottom of the page for all transactions you will see any error codes that might have resulted. If you are not seeing any error codes the transaction has posted correctly.

With version 5.10 we have noticed that people are not reviewing the "C&P Temporary Contact" entries when their "Contact Matching" setting is set to Semi-Automatic. When in Semi-Automatic mode the system will put all NEW contacts in the C&P Temporary Contact for review if the contact is not found. The transactions from existing contacts post automatically but the NEW contacts are kept in a depository for review and processing to avoid duplication.

Please let us know what version of the Salesforce Payment application you have installed and if your C&P Temporary Contact is empty.

Looking forward to hearing back from you.

[beaconofhope]

Thanks for your reply.

I realized that I had posted the link incorrectly and tried to correct it right after but the post was waiting to be approved. Thanks for the advice about directory browsing, I'll look into it and take care of it. In any case, here is the form: https://secure.beaconofhope.org/donation.shtml

At first the receipts were still being sent despite that option being selected and having it in the form as well, but it seems to have resolved itself somehow so I'm fine with that.

Thanks for enlightening me about the Data tab, that makes a lot of sense and is very useful. I have 5.10 installed and I just looked into what you told me about the C&P Temporary Contacts and that is exactly what the case was with me. Now I know better, but since I am relying on the Autoresponder for receipts I'll just switch to fully automatic. Maybe in a future release the Autoresponder will still work for Temporary Contacts

Thank you so much for all your help! The launch is GO today!

[beaconofhope]

I said in my last post that all my issues had been resolved, but now I am getting word from more people who are having problems making donations and keep getting denied or error messages. Can you please help me figure this out ASAP? It's really not a good look on the first day of our launch

[CnP.Support]

Good day!

The User you are referring to was blocked on January 10, 2012 as having attempted multiple times with a declined card and his card was blocked. More than 8 attempts was done with multiple cards which were all declined by the bank.

The system blocks such attempts as fraud.

As requested we have removed the block from the user.

[CnP.Support]

Good day!

In reference to your previous post and your decision to use FULLY AUTOMATIC I just wanted to make sure you see the big picture.

In fully automatic the system may create duplicates if it can't find the exact match for the constraints you have set. For example if Robert donates as Bob then the system cannot find Robert which is the contact in your system and will create a new contact.

In semi-automatic the system will place Bob in the temporary object since it is not found and let's merge Robert & Bob together. Next time Robert donates as Bob the system will find Bob as an Alias of Robert and will attach the transaction therefore avoiding duplicates.

Autoresponder is sent when the transaction posts to the system and if the contact is in the Temporary Contact tab it will be sent once you process the contact and either merge it with an existing contact or create a new contact. There is absolutely no chance of a duplicate when semi-automatic mode is enabled.

Just something to keep in mind as you move in the system. Your donors may get their receipts a little delayed but your database will stay clean.

One thing you may want to do is have the default receipt go out to satisfy the receipt and then send a customized Thank You message as a follow up. Just a thought!

Hope your first day goes as planned. We are here to help - just let us know how we can be of any further assistance.

[TheInternetElf]

I'm experiencing the same thing - we got Salesforce integration set up in September, and while we've gotten donations (before and) after December 3rd, nothing has posted to salesforce since then and I've had to do it manually (running rollups inside click and pledge calmed my fears of the transactions not going through). We're using Salesforce Winter '13 and our version of Click and Pledge PAAS is "managed".

We haven't heard of any problems with our donors or the process. The information just isn't updating across platforms.

[CnP.Support]

Good day!

Please check your settings:

- C&P Settings > Contact Matching

If it is set to semi-automatic then all your new contacts are in the Temporary Contacts.

Please read the manual for the 5.11 release:

http://manual.clickandpledge.com/Salesforce-PaaS-Post-Installation.html#Step_2:_Set_up_Contact_Matching_Preferences

As previously stated and the previous also indicated the problem was with this setting and not knowing what it is doing. The previous post resolved the issue by following the Temporary Contact.

Please review and let us know if your settings are correct.

[TheInternetElf]

I just found my version of Click and Pledge PAAS on Salesforce, we're currently running 4.32? It's managed (C&P support was epic and set it up for me), so I'm not sure how to update it to 5.11 so I can fix the contact matching?

[farmforward]

Our page has returned an error for all donations since some time yesterday evening. Anyone else?

[CnP.Support]

Good day!

It is best if you start a new thread when posting about a new issue. This way old threads will not lose focus.

Upgrading is quite easy. Simply visit:

http://appexchange.salesforce.com/listingDetail?listingId=a0N30000003JGBvEAO

and follow the instructions. The application will upgrade the previous release.