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  • Unexpected behavior with temporary contacts and contact merging

    Hello,

    Access has been granted.
    Org ID: 00D500000006thV

    This post is a follow up to a conversation with Amanda Byrne on live support yesterday. We have been using Click and Pledge for several years, and are just now experiencing some unexpected issues with processing event registrations (I'm pretty sure our issues are limited to these, and not from our usual web forms).

    We currently have two events live for registration, roughly titled "McKibben" and "Soil Summit". We made the decision long ago to use manual contact creation. All of our donations are sent through to temporary contacts and are then pushed through manually.

    1) For both McKibben and Soil Summit events, when temporary contacts are pushed through for event registrations, for both new and existing contacts, it sometimes creates a duplicate contact. It appears that one contact will be assigned to the campaign AND have a contact alias and the other contact, also assigned to the campaign, will include the event registration and no contact alias. You can find these contacts from within the campaigns (duplicate contacts).


    2) For both McKibben and Soil Summit events, when temporary contacts are pushed through for event registrations, for both new and existing contacts, it sometimes creates a NEW temporary contact. The ownership of the temp contact will switched from our default (Caleb Lande) to another staffer (Erin Keith), The duplicate temporary contacts will have Erin Keith as the owner, these were all transactions from contacts that were already pushed through, but were recreated back into temporary contacts.

    Here are a few example contacts and order numbers.

    Amber Martin: Order number:38628-200914183220252 Duplicate contact created
    Lori Benjamin: Order number: 38628-2009231449542312272 After processing temporary contact, an additional temporary contact was created.

    Please let me know if any additional information would be helpful.


  • #2
    Good day @Northern Plains

    We reviewed your instance and here is what we noticed:

    1. It looks like you have created the Registrant and Attendee as two new contacts but since Attendee and Registrant are the same the person, One contact assigned as the registrant, and the other one as Attendee which is the reason you are seeing duplicate contacts.

    Registrant contact: https://northernplains.my.salesforce...os=19&srKp=003

    Click image for larger version

Name:	Registrant page.jpg
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ID:	55633

    Attendee Contact: https://northernplains.my.salesforce...os=16&srKp=003

    Click image for larger version

Name:	Attendee page.jpg
Views:	12
Size:	142.6 KB
ID:	55634

    Regarding your second question, we don't see any temporary contact for that order number. Have you deleted or processed it? If you see the same issue with temp contact, then please don't process it and let us know 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


    • #3
      Click image for larger version

Name:	Screenshot 2020-09-28 100654.png
Views:	11
Size:	76.6 KB
ID:	55643 Hello,

      I see now, if we push through a temporary contact from an event registration, and check the box circled above, it will create two contacts since we don't have an existing contact in Salesforce?

      Here is one of the duplicate temporary contacts that was created. It seems to be related to people adding an extra donation to their event registration.

      38628-2009172234030294803 Denny Arter

      Thanks!
      Attached Files

      Comment


      • #4
        Good day @Northern Plains

        Sorry for the delay. We are working on your case. It required to clone your event and process a few test transactions to see if we can replicate the issue in your instance. We see that the access to your instance has expired. Would you please extend the access so that we can continue the investigation?
        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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