TABLE OF CONTENTS

How to Resolve Missing or Unlinked Data In Salesforce


Depending on what data is missing or unlinked, you will need to push different ID(s) to resolve using the Salesforce Integration Tool User Guide. The most common scenarios have been outlined below, with the steps you should take to first troubleshoot and then resolve the issue. You will need to use either the ACME or SFDC IDs for the objects(s) in question. Please see the guide to Looking up ACME External IDs for assistance with finding those IDs.


Order (Opportunity) Is Missing Data

  • Issue with related Customer (Contact/Account)

    1. Look up the Order by using the ACME External ID in the View Data section to get the ACME External ID of the associated Customer ("customerID" field in the ACME payload).
    2. Look up the Customer using the Customer ACME External ID from step one, either by using the tool to View Data for that ID or by looking directly in SF, to see if it exists in both systems.
      • If the Customer DOES exist in both systems, the issue is that the Customer and Order objects are unlinked in SF. Push the Order ACME External ID to trigger the two objects to link up.
      • If the Customer DOESN'T exist in both systems, the issue is that the Customer record is missing in SF. To resolve, first push the Customer ACME External ID to Salesforce, and ensure it gets created. You can look up the payload and the response in the Data Logs as needed. Then push the Order ACME External ID to Salesforce.
    1. Look up the order by using the ACME External ID in the View Data section to get the ACME External ID of the associated Membership. 
      • The ACME External ID for the related membership is located in the "eventItems" > "Object" > "items". Check the "itemType" for the expected lifecycle action to ensure you get the "itemDetailId" (aka ACME External ID) for the purchased membership term. 

        In the event that an order is for an in-cycle action like Upgrade, Downgrade, or a Renewal of an active term, you will see an additional section for the previous version with "Replaced" as the item type and the ACME External ID of the older version.
    2. Look up the Membership term using the Membership ACME External ID from step one, either by using the tool to View Data for that ID or by looking directly in SF, to see if it exists in both systems.
      • If the Membership DOES exist in both systems, the issue is that the Membership and Order objects are unlinked in SF. Push the Order ACME External ID to trigger the two objects to link up.
      • If the Membership DOESN'T exist in both systems, the issue is that the Membership record is missing in SF. To resolve, first push the Membership ACME External ID to Salesforce, and ensure it gets created. You can look up the payload and the response in the Data Logs as needed. Then push the Order ACME External ID to Salesforce.
Please note that when a Membership is cancelled, a new order is created for that action. In Salesforce, the Membership will be associated only to the new cancellation order, and not the original order where it was purchased.


  • Issue with Products, Product Line Items, Transactions, or Transaction Line Items

    1. Push the associated Order ACME External ID to Salesforce to resolve. 
      1. You can look up the payload and the response in the Data Logs as needed.


Membership Is Missing Data

    1. If a membership purchased in ACME is missing Order related data, like a link to the Opportunity or the paid price, please follow the steps above for an Order Issue with related Membership.
    1. Push the Membership ACME External ID to resolve.
      1. You can look up the payload and the response in the Data Logs as needed.
    1. Look up the Membership by using the ACME External ID in the View Data section to get the ACME External ID of the associated Customer ("customerID" field in the ACME payload for the Primary card)
    2. Look up the Customer using the Customer ACME External ID from step one, either by using the tool to View Data for that ID or by looking directly in SF, to see if it exists in both systems.
      1. If the Customer DOES exist in both systems, the issue is that the Customer and Membership objects are unlinked in SF. Push the Membership ACME External ID to trigger the two objects to link up.
      2. If the Customer DOESN'T exist in both systems, the issue is that the Customer record is missing in SF. To resolve, first push the Customer ACME External ID to Salesforce, and ensure it gets created. You can look up the payload and the response in the Data Logs as needed. Then push the Membership ACME External ID to Salesforce.