Duplicate receipts & Opportunities

[[email protected]]

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

[CnP.Support.AM]

Good day @[email protected]

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

[CnP.Support.AM]

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:



It is due to the below settings:




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.

[[email protected]]

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

[CnP.Support.AM]

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?

[[email protected]]

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

[CnP.Support.AM]

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?

[[email protected]]

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".

[[email protected]]

Checking on the status of this...

[CnP.Support.AM]

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.

[CnP.Support.AM]

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.