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  • Duplicate receipts & Opportunities

    Good afternoon,
    we had a strange scenario occur and I would appreciate some help in understanding what happened and how to prevent this morning forward.

    A donor registered for an event through Events Management, we have it integrated with our Salesforce instance. I was able to confirm in our merchant portal that they were only charged once. I was also able to confirm through the CONNECT portal that there was only one transaction. However, duplicate Opportunities were generated on the same order and duplicate receipts were sent to the donor. Naturally the donor was very concerned and we need to ensure that this does not happen again. I have granted login access

    Our Organization ID = 00Di0000000H8fk
    The Order # = 26861-1706221803022626002

  • #2
    Good day @[email protected]

    We are reviewing your instance and will get back to you shortly.
    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


    • #3
      Good day @[email protected]

      We reviewed your instance and found that the reason for creating TWO opportunities because of the following order#26861-1706221803022626002 having two items (TWO Attendees) in the basket. Please note that each item in the basket will become an opportunity and that is an expected behaviour.

      However, we noticed that each item showing full amount of the transaction instead of item price:

      Click image for larger version

Name:	opportunity amount.jpg
Views:	13
Size:	161.3 KB
ID:	33728

      It is due to the below settings:


      Click image for larger version

Name:	Total Charged.jpg
Views:	15
Size:	35.6 KB
ID:	33727

      In order to fix that you will need to change that from "Amount" to any other custom field.

      Hope that helps. Let us know 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


      • #4
        Thank you for explaining the Opportunities, however, the primary issue is that we are receiving duplicate receipts.

        Comment


        • #5
          Good day @[email protected]

          Are you referring to Registration emails or API default receipts? Would you please attach the receipt you are referring to so that we can review it?
          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


          • #6
            I am referring to API default receipts. Some of our most recent examples include the following orders:
            Order # 26861-1706262141456034574
            Order # 26861-1706261259369835189
            Order # 26861-1706221803022626002

            Link to receipts file

            Comment


            • #7
              Good day @[email protected]

              Sorry but the link only takes to the home page of dropbox. Please see if you may attach screen shot.

              Please clarify, whether Organizatin or patron/donor getting duplicate receipts?


              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


              • #8
                I'm sorry, please try this link https://www.dropbox.com/s/7c8ggaysf8...eipts.pdf?dl=0

                I cannot attach a screen shot because the file is 12 pages long

                I do not know if the patron is getting double receipts but the Organization certainly is getting double receipts. It appears that this may only be happening for our event named "A Summer Evening on the Farm".

                Comment


                • #9
                  Checking on the status of this...

                  Comment


                  • #10
                    Good day @[email protected]

                    Sorry for the delay. I have forwarded this to our technical team and it is under investigation. We will update this post shortly with the update.
                    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


                    • #11
                      Good day @[email protected]

                      Our technical team has been investigated and concluded that the Organization may get the duplicate receipt in some special cases. However, we have updated the system so moving forward you should not get the duplicate receipt in any case.

                      Please check and let us know if you see any duplicate receipts.
                      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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