Error when trying to process temporary contact created during registration

[franharrington Senior Member Find all posts View Profile Close franharrington]

Hello,

I just checked in with the rest of the staff with your response.

We have not deleted anything from the event module (the employee who handles registrations wasn't even aware of how to do that).

The only thing we have been doing with these declined payments through the event modules is trying to process the temporary contacts they create.

[CnP.Support.AM C&P Support Find all posts View Profile Close CnP.Support.AM]

Good day @franharrington,

We are sure that the Registrant and Attendee of above order number - 1604051741149611028 has been deleted.

Please see the Registrant ID in C&P Data:



When we search for above registrant:



This means the data has been manually deleted from the instance.

Let us know if we can be of any further assistance.

Thanks,

[franharrington Senior Member Find all posts View Profile Close franharrington]

There is no other explanation possible?

I again asked the employee who handles processing registrations and he assured me he had not deleted it.

I asked him for the process he uses and he gave me this detailed instruction, perhaps this may shed some light on what we are doing wrong (if anything?):

"Begin by locating the Conference registration receipt in the info email account. Each time someone registers online, you will receive a receipt to reference. If you do not receive a receipt for a particular registrant, alert the Web Developer.

Next, open up the Event Module by clicking on “C&P Event Management” in Salesforce. When the event module has been opened, click on the proper event (“2016 Conference”, for example). Select “Registrations”. When someone registers for the Conference, the Event Module creates a temporary Salesforce contact that contains all of the information from his or her registration form. The list you want to be looking at first is the one labeled "Registered Attendees". These are all temporary contacts that need to be processed.

Compare the list of temporary contacts to the receipt you currently have. Locate the correct contact under Registered Attendees, NOT under Registrants yet. It’s vital to process the Registered Attendee details first. Once located, process the Registered Attendee contact, merging with an existing contact if applicable. This action will move all of the attendee’s badge information and registration level to the appropriate contact.

Now move on to the Registrant contact, which is at the top of the page. Merge or create a new contact as necessary. This will move all of the payment information and opportunities to the appropriate contact.

If an individual registers 4 people, there will be four Registered Attendees to process (with contact and badge information) but only one Registrant to process (with payment information)

View each of the contacts you just created and merged to check for errors or missing information. If the contact is new, be sure to properly format their name and address. If the contact is in the same household (indicated by the same address) as a new or existing person, place that contact within that person’s account and select a primary contact for the account.


Check for any C&P Contact Aliases for the contacts you created or merged when you processed the registration. This will happen often as many people provide alternate contact information. Be sure to merge or replace this information as appropriate.

Mark the e-mailed receipt you were referencing as “Conference Receipt” and store in in the proper file within the info account. Move on to the next registration if there is one. If there is not, you’re done!

NOTE: If you see a registration in the Event Module that does not match up with a receipt, check to see if the payment was declined. The declined payments can be processed so that they appear on the contact record to reference in the future. If you see a declined payment with no authorized followup payment, reach out to the person within a few days to let them know their attempted registration did not go through. If the payment went through and they still do not have a corresponding receipt, alert the Web Developer."

[CnP.Support C&P Support Find all posts View Profile Close CnP.Support]

Good day!

We have discussed this with Salesforce support and for us to locate the deleted records we need to have direct access to your account.

Please do the following:

1. Create a new user in your instance or temporarily give us access to an existing ADMIN user by changing the email to: [email protected]
2. Post to this thread when you have made the change.

Having the email come to our mailbox allows us to request the verification code and login to the account. Please make sure the user you use for this purpose is an admin user.

The only way a Salesforce record can disappear is if it has been deleted. We just have to find how it was deleted. I hope you agree that the User record ID that is in our records cannot just be randomly made- the record is saved in Salesforce and its ID is being sent to our API. We just have to figure out what has happened to that Record ID's information since it is not in the instance.

Looking forward to having the access so we can get to the bottom of this mystery.

[franharrington Senior Member Find all posts View Profile Close franharrington]

Sorry for the delay. We have created an admin user account with the information you provided. Please let us know if you need further help accessing our instance.

[CnP.Support.AM C&P Support Find all posts View Profile Close CnP.Support.AM]

Good day @franharrington

Thank you. We will investigate and get back to you with our findings.

[CnP.Support.AM C&P Support Find all posts View Profile Close CnP.Support.AM]

Good day @franharrington

We have identified the issue. The issue is, in case of declined payment , if they reprocess the transaction and get Authorized, then we are deleting Registrant and Attendee records but not deleting the temp contacts.

In our upcoming release which is due out in the next week, we are not deleting declined record. If the registration is declined and if they reprocessed then we have two sets of records, one with Declined status and another with Authorized status.

We do apologize for any inconvenience.

[franharrington Senior Member Find all posts View Profile Close franharrington]

Ah, that makes sense. How would you advise that we handle the temporary contacts that are currently in our system and we can't process?

[CnP.Support.AM C&P Support Find all posts View Profile Close CnP.Support.AM]

Good day @franharrington

Since those temp contacts are from declined transaction and orphan, we suggest you to delete it through Maintenance under C&P Settings. This way it will remove complete footprint from the instance.

Hope that helps.

[CnP.Support C&P Support Find all posts View Profile Close CnP.Support]

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franharrington

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franharrington

I just found out that our team has already added a feature to clean this up when you upgrade to the latest release. If you have not yet deleted it please do not worry about it. Our update, either tomorrow or Monday, will resolve this.

[franharrington Senior Member Find all posts View Profile Close franharrington]

Fantastic! Thank you very much!

[CnP.Support C&P Support Find all posts View Profile Close CnP.Support]

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franharrington

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franharrington

We have tried to upgrade your instance but we do not have access. Please also note that your instance is at almost 100% so you need to start considering adding more storage.



This instance is 3 releases behind. Please grant us login access so we can upgrade your instance.

[franharrington Senior Member Find all posts View Profile Close franharrington]

I have just granted you access.

[CnP.Support.AM C&P Support Find all posts View Profile Close CnP.Support.AM]

Good day @franharrington

We have upgraded your instance with latest versions of our apps.

It is absolutely important that you re-establish connection between Click & Pledge and Salesforce. With this update C&P Accounts are no longer needed to be added to Salesforce as the connection will automatically add the required information to Salesforce. It is extremely important that you login to the portal & re-establish connection. To establish connection please see the following KB article: http://help.clickandpledge.com/custo...and-salesforce

Release notes:
• API Class Library 4.3000: http://cnp.mn/1S5jL0v
• Previous release notes: http://manual.clickandpledge.com/Sal...ase-Notes.html

• PaaS 9.6006: http://cnp.mn/2czx5yo
• Previous release notes: http://manual.clickandpledge.com/Sal...ase-Notes.html

• Event 4.4005: http://cnp.mn/2czwWuD
• Previous release notes: http://manual.clickandpledge.com/Sal...ase-Notes.html

You may also join our Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

We also love to know what you think about our platform. Please review our apps on AppExchange:

• Payment: https://appexchange.salesforce.com/l...3JGBvEAO&tab=r
• Event: https://appexchange.salesforce.com/l...5vRQ9EAM&tab=r

Please let us know if we can be of any further assistance.

[franharrington Senior Member Find all posts View Profile Close franharrington]

Hello,

Thanks for upgrading. I logged in and reestablished the connection.

I just got about 50 emails with the following error though:

"Sorry, but we have encountered an error while posting the data to your Salesforce account.

Additional information:

• Order number: 1607291028286346166
• Contact name:
• Transaction Result:
• C&P Data ID: 100032
• Organization ID: 00Do0000000bhRv
• Organization Name: International OCD Foundation
• Applications : Application Name: Salesforce:CnP_PaaS_Evt:BoxOffice- Version Number4.1028
  Installed Packages: 4.3000-9.6006-4.4005

System response:

"Insert failed. First exception on row 0; first error: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY, insufficient access rights on cross-reference id: a1oo0000001BiC6: []""