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Overview

When a payment fails outright, it’s expected behavior that it does not create a new record in your connected CRM (Salesforce or any other supported CRM). This is by design, not a sync error — and it’s a common source of confusion when reviewing failed payments against what shows up in your CRM.

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The rule

A payment that fails only syncs to your CRM if it already had a record there from an earlier successful sync. A brand-new payment that fails on its very first attempt, with no prior successful sync, never creates a CRM record at all. This applies in two common situations:
  • A recurring plan installment that’s already linked. If a specific charge within a recurring plan previously synced successfully (for example, it synced while still processing, and then the payment later came back as failed), WeGive updates that existing CRM record to reflect the failure. It does not create a second record.
  • An ACH (bank) payment that already synced while processing. ACH payments can appear in your CRM while still clearing, before the funds fully settle (see your Salesforce integration’s Send Processing ACH as Success setting). If that payment later fails to clear, WeGive updates the existing CRM record to reflect the failure — it does not create a new one.
In both cases, the common thread is the same: WeGive only sends a failed payment to your CRM to correct a record your CRM already has — never to create a new one.

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What this means for you

If you’re reviewing failed payments and notice some don’t appear in your CRM at all, that’s expected if the payment failed on its first attempt with nothing previously synced. There’s nothing to fix and nothing missing — this is intentional, so your CRM isn’t cluttered with failed-on-first-attempt payment records that never represented a real gift. If a payment that had already appeared in your CRM (for example, a recurring installment or a processing ACH payment) later fails and you don’t see the CRM record update to reflect that failure, that’s worth investigating — check Understanding Integration Logs for that specific payment record to confirm whether the update attempt ran and what happened.