"Missing Temporary Contacts" after processing them

[jon4321]

Org ID: 00D36000000vIoV
1 week access granted

I've seen this on two registrants so far. Even though I can successfully process and convert the contact (I see the contact and opportunity created in the system), the registrant list will keep the "Check Temp Contact" link there. Here are two examples:

50930-2002271446378646276, 50930-2001271940349608539)

This didn't start happening until we had the newest updates installed.

[CnP.Support.AM]

Good day @jon4321

We have fixed the issue for the above order numbers. However, to find out the root cause of the issue, we need your permissions to do few test transactions in your instance.

Looking forward to hearing back from you.

[jon4321]

Thank you. You have my permission to do test transactions.

A couple questions have popped up since this post that I'm hoping you can help me with:

• 50930-2001311102349610282 - this order was supposed to be refunded, but it looks like it was charged after being credited. Can you tell if the operator made a separate transaction, because she didn't intend to make this second transaction?
• 50930-2003232134550976900 - We've cancelled this program and are offering a virtual version, which is cheaper. This person decided to donate the difference to us. I adjusted the amount of the original product, and added a donation product to the opportunity to mark the rest. Then I set up a free item for the virtual program. Is this what you recommend? There may be situations where the person just donates the whole amount too.

[jon4321]

So, I guess I can confirm that all temp contacts are having issues converting. Sorry, but add 50930-2001311938299933316 to the list that need to be fixed.

[CnP.Support.AM]

We have fixed the issue with temp contacts. Moving forward you won't see that issue.

Regarding credited transaction for the order# 50930-2001311102349610282 when you said it is charged after being credited, would you please share the order number of that transaction?

[CnP.LiveSupport.AB]

Specifically regarding 50930-2003232134550976900, the onsite camp that is being replaced with a virtual/less expensive one.

The standard way I would suggest managing this would be to COMP the ticket for the virtual event., because they aren't actually making another transaction, right? You should let the original transaction show that it occurred, when.where, and how much, where you can, so that it does not mess with your financial records.

There are a couple of ways to approach a COMP ticket

• LEVEL METHOD - you can create another price level on the event, set its price to "0", and make it 'Box Office Only', and then internally sell them the ticket through the Box Office.Creates a new Opportunity with the amount of "0"
• DISCOUNT METHOD - you can create a COMP discount based on a code - this way you are still considering the full value of the virtual ticket, but you sell the ticket internally andapply the discount, so the total charged is "0"

CONSIDER, you also have your C&P Setting > Opportunity set to use the [Gross Amount] for the Opportunity Amount, not [Gross-Discount].



And what this means is that if the ticket for the virtual event is comped with a discount, the Opportunity Amount field will still be the full cost of the virtual ticket.
And this will mess up the accuracy of your NPSP rollups.

So which way to go depends on your reporting priorities. Questions like:

• Do you want the Opportunity to represent money that was ACTUALLY received or the to represent the value of the ticket?
  1. Use the LEVEL METHOD to comp the ticket - but this might impact reporting on the money you raised with the virtual event
  2. Use the DISCOUNT METHOD to comp the ticket, but then you may want to change your Settings to [Gross Amount] - [Discount], because you're not receiving the money again This would prevent it from affecting NPSP rollups, but would artifically lower reporting on how much the event raised.
  3. Use the DISCOUNT METHOD to comp the ticket, but leave your settings as is, with Gross Amount. Now your NPSP rollup is artificially high.

Personally, I prefer Option 1, but which choice you make is part of your value as the 'Salesforce Admin' You know how your organization records its data, and what it expects from its reporting.

As far as marking that the original transaction that is now only partly a ticket for an event, and partly a donation, that all depends on how your organization uses reporting too.
I'd probably have a product with a variable amount for a 'transferred ticket', and the other product set to a regular donation.

Hope that helps,

Amanda
Customer Advocate

[jon4321]

Thanks for your help! I actually was planning on going with option 1, so it's nice that you agree. Didn't know about the Box-office only setting, so that's helpful.

[jon4321]

So, I went down both lists and was able to convert most contacts. However, there's 9 in one session and 2 in the other that had issues. They were mostly "DUPLICATES_DETECTED" prompts (See below), and one was the "Temporary Contact is missing". I've granted access again.

Insert failed. First exception on row 0; first error: DUPLICATES_DETECTED, Use one of these records?: []--null--340--(CnP_PaaS)--System.DmlException

[CnP.LiveSupport.AB]

That error is likely due to a duplicate rule you have set up in Salesforce.

Check out this article to modify those rules to work with C&P:Donor Management with Salesforce: Donor Management and NPSP