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  • Duplicate opportunities being created

    When a person registers through our event management page, the system creates an account and contact as we set up, and, if they paid by credit card, an (incomplete) opportunity is created for each item they register for. The information also seems to go to a place called "temporary contacts." We can manage those contacts -- review and process them to connect with the contacts that were already created in the first step, but when we do this, duplicate (more complete, but with no primary contributor) opportunities are created. I cannot figure out why this is happening. Please help.

  • #2
    Good day!

    Please grant us login access and an order number that you think shows your issue so we can review the transaction.

    Once we have this we will be able to better answer your question.

    You are also on an older version of our app. Once we have access to your account we can upgrade you as well. Your versions are listed below:

    Click image for larger version

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    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
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    Comment


    • #3
      Okay. I have granted you access information. Our company ID is 00Do0000000I9JC.

      An order # that shows the issue I am having is
      1508271227136092497. At this point, the registrant has come into the system with his registration order. A new account and contact was set up and 3 partial and not quite correct opportunities were created (wrong opportunity record type, for example). This person also has a "temporary contact." If I merge the temp contact with the existing contact record (which I have not yet done in this case), 3 new, duplicate and somewhat different opportunities will be created. Those are more accurate, so I would like to keep them. I would like for the initial opportunities to not be created. I hope this is clear.

      What is the temporary contact for anyway, if a new contact is already created?

      Comment


      • #4
        Good day @Ric Lawson,

        The transaction indicated (order # 1508271227136092497) is in the C&P Temp and as such it has not yet been processed. Searching for the order number shows the following: Click image for larger version

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        As the above image shows the data has not yet been processed. Transactions that are pending review in the C&P Temporary Contact are simply views of the C&P Data and no actions have been taken for them, e.g. no transactions, no opportunity, etc.

        I also reviewed your setting and noticed that you have set every attribute of the contact as a matching rule. This is not recommended as it increases by almost (100%) the chance of a contact not being matched. We recommend First name, first name alias, last name, last name alias, and emails. The combination of these attributes is always unique. Adding street address and phone number, etc. may not be unique due to spelling, e.g. Avenue, Ave., Number, #, etc. People do not usually type their phone numbers the same way, e.g. (), -, ., are all characters that are loosely used when entering phone number. The attributes are matched textually so any variation in the typed text would get caught.

        When a contact is not found during the registration every case of the contact will be in the Temporary Contact. This means if the contact is the registrant and attendee she will be in the Temporary Contact twice as we were unable to find her when trying to add her as the registrant and also could not find her when trying to add her as an attendee. You need to process this person twice and assign them to the right contact by going to the Registrations and clicking on the Manage Temporary Contact. Both incidents of the person are in the list - see below:

        Click image for larger version

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        Please click on each name and settle the contact as new or assign them to an existing contact. As stated before your settings almost guarantees no contact be found.

        We can gladly remove all your redundant settings in the Contact & Account setting in the C&P Settings or you can simply deselect them.

        Hope that answers your question.


        Also as requested we upgraded your instance to the latest release
        Please make sure to review each event & the new "Registration Emails" tab in each event.

        Release notes:
        In PaaS 9.1 you can now send SMS to contacts. You may want to read more about it: http://cnp.mn/1IXtLuA

        If you have live events make sure to review the "Registration Emails" tab as the email to attendees & registrants will NOT be sent with this upgrade and need to be enabled in the "Registration Emails" tab. See: http://help.clickandpledge.com/customer/portal/articles/2078055-event-management-for-salesforce-registration-emails

        Please let us know if we can be of any further assistance.
        Last edited by CnP.Support; 08-28-2015, 07:55 AM.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
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        Comment


        • #5
          Thank you for upgrading our instance and for the advice on contact field matching. I made the changes as you suggested. It was not originally clear what that was for, and there does not appear to be any instructional documentation on your site for that. I suggest adding some.

          It appears that you do not understand the nature of our problem. I am aware of how to process temporary contacts and what happens to them. The problem is that doing so creates [BOLD]DUPLICATE OPPORTUNITIES[/BOLD]. You stated:

          Originally posted by Support.Department View Post
          As the above image shows the data has not yet been processed. Transactions that are pending review in the C&P Temporary Contact are simply views of the C&P Data and [BOLD]no actions have been taken for them, e.g. no transactions, no opportunity, etc.[/BOLD]
          bold added

          This simply is not true, in our case. Even though registrations are generating temporary contacts, C&P is also making an account/contact pair and opportunities for each registration item. This only happens when the registrant pays by credit card, though. Then, when I merge the temporary contact with the existing contact (created by C&P process somewhere) duplicate opportunities (with somewhat different information) are created for the account, but the contact is not included (as the primary contributor).

          The order # I used as an example (1508271227136092497) was one for which I did not yet process the temporary contact. I have now done so. When you navigate to the account for this registrant (SF ID 001o000000aDC3f), you will see 6 opportunities, or a duplicate set of 3 registration contributions. What I would like to figure out is:
          1. what process is creating the initial account/contact/opportunity combinations, but still generating a temporary contact?
          2. How can I change or stop that first process?
          3. How do I get the final opportunity creation to include the contact as primary contributor?

          Again, it is important to note that this only happens with credit card type payments and not with invoice or other type payments. I hope the problem is more clear this time.

          Thanks for your help.

          Comment


          • #6
            Good day @Ric,

            Are you able to attend the office hour today?

            It is best if this is discussed in real-time during office hour since there appears to be confusion on our part and your statements.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment


            • #7
              Yes, I will make a point to do so. I would appreciate it if you, or whomever is doing the office hour, would review the order, account and opportunity example I included in my previous post so that we don't have to spend time navigating and describing the problem. I already spent some time documenting that for you.

              Comment


              • #8
                Good day!

                I will be the one doing the office hour and believe I would have solved the issue if I could understand what is going on. Talking it over will help.
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #9
                  Good day!

                  To complete this thread I will add the findings and the solution.

                  The reported issue involved a third party integration that was duplicating the event opportunities. We contacted the third party vendor and demonstrated what is being done and suggested solutions which they will be incorporating in their update.

                  Please let us know the progress of the update and if we can be of any further assistance.
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment

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