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Click & Pay (Salesforce): Vault - C&P Data

Updated

Understanding how data goes from your Patron clicking submit on a payment form to the Salesforce Opportunity/Donation record is important. Posting to Salesforce sends the data from your Click & Pledge Account to Salesforce - which is automatic when the Click & Pledge account is connected to Salesforce.

This article describes how Click & Pay Suite processes a transaction in Salesforce under the most common configuration.

Overview
Details of Data Record
FAQs

Troubleshooting Data Errors

 

Overview


Click & Pay Suite receives a copy of the transaction data and conducts the following "cascade" to create records in Salesforce.

  • Stores the raw XML transaction data as a Click & Pay Suite: Vault > C&P Data record.
  • Relates the transaction to a Contact or creates a Temporary Contact if an existing Contact is not found.
  • Creates a Click & Pay Suite: Settings > Transaction record, parsing the raw data into separate fields.
  • Creates Opportunity record(s) based on Click & Pay Suite:  Settings > Opportunity > Opportunity / Product.
  • Updates the Account, Contact, or Opportunity record based on Click & Pay Suite: Settings > Custom Mapping .

Each step in this "cascade" can be stalled or interrupted by an error causing the cascade to "roll back". Only the C&P Data record remains, and the error that was encountered is recorded in its Message field. Typically, users first notice either that the Opportunity is not created or is not part of the Campaign they expected. They assume the information never made it to Salesforce. Getting the transaction data in Salesforce is the simple part, but then Click & Pay Suite contends with all sorts of transaction variations and unique Salesforce environments to finish with well-constructed Opportunity records.

Once your organization's preferences and workflow are completely ironed out, Click & Pay Suite functions as smoothly as an oiled machine. But as you plan how to store and record your data, you will want to understand how and why the app creates Opportunity records the way it does.

So, let's break down the role of each step.

 

C&P Data Record

Once "posted" to Salesforce, Click & Pay logs the raw data as a Vault > C&P Data record and cites any error in moving that data further.

Details of Data Record

Key fields on the C&P Data record you will see:

  • C&P Data ID: Unique ID assigned by Click & Pay when the Data record is created.
  • C&P Account Number
  • Patron's Name
  • Order Number: Unique ID assigned to the transaction when it processes through the Click & Pledge account.
  • Data XML - The raw data for the transaction in XML form. Remember that Salesforce is getting a copy of the data, and Data XML is the best place to identify data in its original state. For example, if you need to know what the SKU really is, or how a custom question is worded, this is your original source.
  • Message: The response from Click & Pay or from Salesforce when processing the transaction data.
    • "Successfully transacted" suggests a Contact record was successfully related and a C&P Transaction should exist.
    • "The referenced Contact was not found" advises you to check Click & Pay: Vault > Temporary Contacts to assign the transaction to a specific Contact record.
    • Miscellaneous other errors provide clues to where in the cascade processing halted. Refer to Troubleshooting problems below for detailed explanation of these errors, as the same errors are often encountered when processing a Temporary Contact.
  • Transaction Date/Time
  • Total Charged: Total amount processed for this transaction.
  • Contact: Existing Contact in the Salesforce Instance that the transaction has been associated with.
  • Send Matching Autoresponders: Reprocessing from the C&P Data record can trigger Autoresponders, sending duplicate messages to the patron. Uncheck this field to reprocess without sending the Autoresponders again.
  • Previous Error Message:  When a transaction is reprocessed, the text that was in the Message field will be populated in the Previous Error Message field, and the Message updated with the results of reprocessing.

If a C&P Data record is not created, the transaction data was not received from the C&P Account.  This may be due to a broken connection between Click & Pledge and Salesforce.  Refer to the following Knowledge Base article to check your connection.

Re-verify_your_Connection
 

Frequently Asked Questions

Will my patron be charged again?
No. Transaction data is only sent to the merchant account (the bank processing the transaction) when the transaction is processed.

 

Will the patron receive another email if I repost or re-process?

Your Click & Pledge account sends a single receipt from CONNECT when a transaction is recorded in the account. Neither reposting nor re-processing sends this receipt again.  If you need to send the patron another receipt, use the "Send Receipt" button in the CONNECT Transaction detail screen.

If you use Autoresponders in (https://support.clickandpledge.com/s/article/ClickandPay-Salesforce-Dispatch) in Click & Pay Suite: Dispatch > Autoresponder, they are triggered when a transaction is matched to a Salesforce Contact record, which is part of "processing" a transaction in Salesforce. The applicable autoresponder will be sent again if you re-process the transaction unless you uncheck the Send Matching Autoresponder(s) box in the Click & Pay Suite: Vault > C&P Data record before re-processing the transaction.

 

Why repost a transaction?

Repost transactions from CONNECT if you change a detail about the transaction in CONNECT and need that information to be reflected in Salesforce. 

For example:

  •     You changed the CONNECT campaign on the transaction.
  •     You changed the SKU in CONNECT on an item in the transaction.
  •     You assigned the transaction to a specific Fundraiser


You may also want to repost (actually, just 'post') a transaction if the connection between your C&P account and Salesforce has failed, and Salesforce never received the data.
 

 Why re-process a transaction?

  •     Change how the transaction data was recorded in Salesforce the last time it was processed
  •     Test your current C&P Settings due to changes you've made.
  •     Test new Autoresponders you have created.


Re-processing is super useful as a way to 'start with a clean slate', so it comes in very handy as you hone the way that Click & Pay records transactions.
 

What is the difference between ‘Post,’ 'Repost', and 'Reprocess'?

Post to Salesforce" refers to sending the "raw" transaction data to Salesforce from your Click & Pledge CONNECT account, creating a Click & Pay Suite: Vault > C&P Data record with that data in a long string of XML.  

Reposting is simply doing this same thing an additional time.

"Re-process" refers to the steps that the Click & Pay app takes to parse the raw XML transaction data from the C&P Data record and record it in Salesforce.
 

When should I repost a transaction from CONNECT?

In CONNECT Transactions, on the Transaction Details screen, you will see a “Post to Salesforce Button". This will allow you to post transactions that are not in Salesforce due to a connection error or an error that prevented the transaction from being posted.

Repost transactions from CONNECT if:

  • In the Salesforce Column on the CONNECT Transactions list you see “Not Posted” or “Error”  
  • If you change a detail about the transaction in CONNECT and need that information to be reflected in Salesforce. For example:
    • You changed the CONNECT campaign on the transaction.
    • You changed the SKU in CONNECT on an item in the transaction.
    • You assigned the transaction to a specific Fundraiser or Team
  • You may also want to repost a transaction if the connection between your C&P account and Salesforce has failed, and Salesforce never received the data.

 

What happens when I repost a transaction from CONNECT?

The transaction data, as it currently exists in the C&P account (and as seen in CONNECT), is sent to Salesforce.

Once a new copy of the transaction data arrives in Salesforce, the existing records related to that transaction are deleted from the following objects:

  • C&P Data
  • C&P Transaction
  • C&P Custom Questions
  • Opportunities 
  • C&P Pledge
  • C&P Soft Credit
  • C&P Allocation
  • C&P Contact Alias

A new C&P Data record is created and Click & Pay Suite begins to process the transaction data.  For information on how data posts to Salesforce, see Details of Data Record at the beginning of this article.
 

What happens when I reprocess a transaction inside Salesforce?

When a transaction is reprocessed, the Click & Pay Suite app will:  

  • Collect the transaction data from the C&P Data record.  
  • Match the transaction data to a Salesforce Contact record per Settings > Contact & Accounts.
  • Create a transaction record .
  • Create the related Opportunity record per Settings > Opportunity.
  • Trigger related Autoresponders per Dispatch > Autoresponder 
  • Update records based on Settings > Custom Mapping.

Obviously, this is simplified - there are plenty of nuances behind the scenes, but this is a handy guide to understand and troubleshoot how Click & Pay Suite adds your transaction data to Salesforce.

Reprocessing a C&P Data record deletes the related existing records and creates them again.

This is great, because you can "redo" how the transaction data comes into Salesforce at any time. But consider the implications. Any manual updates to those records, most notably the related Opportunities, are gone. New records are created, with new record IDs.

 

To repost a transaction from CONNECT

If you are reposting a transaction from CONNECT, delete the transaction in Click & Pay Suite: Settings > Maintenance. For additional information refer to the Knowledgebase article: Click & Pay (Salesforce): Settings - Maintenance

Then:

  • In CONNECT, click the Launcher (4-squares icon), and click 'Transactions & Reports'
  • Use the search icon or review the transaction list to find the transaction
  • Click on the Transaction Order Number
  • On the Transaction Detail screen, click "Post to Salesforce.

 

To reprocess a transaction in Salesforce

  1. Reprocessing is performed in Click & Pay Suire: Vault > C & P Data.  There are several ways to find the transaction that needs to be reprocessed.
  • Search for the Contact Name or Order Number in the "global search" at the top of the screen and select the C&P Data ID for transaction you wish to reprocess.
  • At Vault > C&P Data listing search for the Contact Name or Order Number of the transaction you wish to reprocess.
  1. Uncheck the Send Matching Autoresponder(s) checkbox so a duplicate autoresponder is not sent.
  2. Click "Reprocess"

. Allow 15 to 30 seconds for the process to be completed before reviewing to see any changes.

 

Troubleshoot Data Errors

At times transaction data may not be posted to Salesforce due to connectivity problems. In most cases, the issue is due to a disabled connected user.

 

Step-by-Step Instructions

Typically posting issues are the result of a password or token change. If the password for the login used to allow Salesforce access to CONNECT expires, you will need to re-verify the Account or the transaction information will not be posted. The integration is broken until the account is granted access again.
 

Instructions to test your connection

In CONNECT you may verify the connection between Click & Pledge and Salesforce (Connected), or re-establish the connection (if Not Connected), by following the instructions in this article:: https://support.clickandpledge.com/s/article/connect-third-party-integration
 

Use C&P Data tab to view errors

Transactions are posted to Salesforce by creating a C&P Data record containing the transaction data in XML format. Check if the transaction is in Click & Pay Suite: Vault > C&P Data tab. If so, click on the C&P Data ID to open the transaction data, scroll to the bottom and check for any errors as show below:
 

CnPay-SF-Vault-CnPData-rtaImage.jpeg

CnPay-SF-Vault-CnPData-rtaImage (1).jpeg
 

Post Missing Data to Salesforce

If your connection between your Click & Pledge account and Salesforce was broken, you may easily post the missing data back to Salesforce.  See Instructions to test your connection.
 

Common errors processing Temporary Contacts

Click & Pay’s primary function is receiving the transaction data from the Click & Pledge Account and adding it to Salesforce. Since every organization configures their instance differently, adding raw transaction data into Salesforce Contacts, Accounts, Opportunities, and Campaigns highlights those differences. Temporary Contacts is a 'bucket' for transactions that are not immediately related to existing Contacts, and as such also often catches the anomalies that can cause errors,
 
Our Click & Pay (Salesforce): Vault - Temporary Contacts article, under "Troubleshoot Problems processing Temporary Contacts", contains a section to note common errors that are experienced when processing Temporary Contacts and explains why an organization's custom configuration blocks the transaction from being recorded in Salesforce's native objects (Account, Contact, Opportunity, Campaign). Errors discussed in this article include:

CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY
Insert Failed: FIELD_CUSTOM_VALIDATION_EXCEPTION
Upsert Failed: MALFORMED_ID

 
 

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