Correct Training Orders That Haven't Synced in Salesforce

You will be alerted to this issue when you receive a ‘Salesforce Checkout Error on live’ email.

For training orders, it is not necessary to create an order in Salesforce as the booking will already exist. However, you must update the payment details and the booking contact.

It is important to action training orders that have failed to sync as soon as you receive the alert email in order to avoid other issues arising with the booking.

1. Check time of order

Using the order ID in the ‘Salesforce Checkout Error on live’ email, open the order in the website (Commerce > Order).

Check the time the order was placed.

2. Find and review booking in Salesforce

Access Salesforce and display the Bookings screen.

Search for the booking using the name of the course and the date and time of the booking that you identified in the website.

The 'All' list is for demonstration purposes only and should not be used in live, instead a private list view should be created to do this search.

Open the course booking in Salesforce. In the Details tab, check that the following fields are blank:

  • Payment Status
  • Payment Method
  • Booking Contact fields.

 Click on Payments (under Related List Quick Links) to display the payment.

Click on the link in the Name column to display the Payment screen. Scroll down to the eWay Details section and check the Auth Code. This must match the REMOTE ID in the website.

3. Confirm website and Salesforce bookings match

Return to the order in the website and click the Payments tab.

Check that the code in REMOTE ID matches the Auth Code in the Salesforce booking. If they are the same, this confirms they are the same booking.

4. Update payment details and booking contact in Salesforce

When you have confirmed that the booking records match, return to the Booking Information screen in Salesforce, and update the following fields:

  • Payment Method  to 'Credit Card'
  • Payment Status to 'Paid'
  • Enter the Booking Contact.

The opportunity will be automatically created in Salesforce.