Temp Contact Missing

[[email protected]]

Hello!

We're having an issue with some of the Temporary Contacts related to Event Registrations where the Transaction was declined. We have a C&P Event named "Deeply Loved 2019" and when we go into the Event Registrations we see some of the Registrant and Registered Attendee records (for the declined transactions - ) say "Check Temp Contact" in the Contact Column (see attached image). However, when we click on "Check Temp Contact" we get a screen that says, "Sorry but the Temporary Contact is missing" (see attached image). We don't want to delete these because we would like a record of the declined transaction in case there are any disputes later on. Can you tell us how to resolve this so that we have a matching contact for the Registrant and Registered Attendee records and a related transaction?

Org ID: 00D6A000001hMNY
Access have been given for one week.

Thank you!

[Guest]

Good Day @[email protected]

Strange! As these records doesn't have the order numbers, they are considered as orphan records. Without Order number, we cannot post any data to Salesforce.

[[email protected]]

Thank you. Unfortunately, we need some additional assistance because we would like to prevent this in the future.


On the second snapshot in the above message, Jody Perkowitz has a decline; her declined transaction created all the appropriate records whereas Amy Rehklau's did not. Both transactions were on the same day. What would have caused one decline to create records correctly and the other to not?


In general, what will cause an orphan record? How can we make sure to prevent them?


Jessi Schuman is not showing anywhere in Salesforce and the staff member who is managing the event only has access to information in Salesforce, not Click and Pledge. We need to be able to bring over all the information for her knowledge so she can fully know what is happening with registrations.


Thank you!

[CnP.Support.AM]

Good day @[email protected]

On the 13th of July, there was an issue with the transactions due to which it happened. Please review the following: https://forums.clickandpledge.com/fo...-timeout-issue

[[email protected]]

Thank you.

In the messages it says the issue was with recurring transactions: "The timeout issue has created timeout problem with the recurring transactions. You may have received a Decline message for recurring transactions that were timed out. We are now processing and monitoring the issue and will re-run the failed recurring transactions, due to time-out, when the issue has been resolved."

These were not recurring transactions; these were individual transactions. And we also have a decline on the 14th where the Temp Contact is missing.

Please advise.

Thank you!

[CnP.Support.AM]

Our developers had reviewed your case and concluded that the above transactions those who don't have the order number were not submitted to the bank. They have filled all the information of Registrant and Attendee but not get submitted the transaction.

However, the transaction gets submitted and recorded in the system. Please see:

[[email protected]]

Thank you.

The transaction highlighted for 6/10/2019 is a different person than the transaction on 7/14/19. 6/10/19 Is Jessica Finley, and everything is good with her records in Salesforce. The records missing in Salesforce are for Jesi Schuman on 7/14/19.

Why did the declined record for Jody Perkowitz get submitted to the bank, but Jane Turner's and Jesi Schuman's did not?

Thank you!

[CnP.Support.AM]

Please note that the card gets declined by the bank, we are not the one who decides which is Authorize and Declined. Jody Perkowitz transaction gets submitted and declined by the bank which is the reason you see the order number and the record in Salesforce.

As of now, the status in between filled form (Attendee & Registrant details) and before submitting the transaction is Declined which is a static message. I understand it is confusing and I have forwarded it to our developers to see the possibilities to change it to pending/error instead of declined since it is not submitted to the bank.

I hope it makes sense. You may also join us at office hours to discuss. Details are below.