Payment Source Name Does Not Match Payment Link Name

[KellenRogers]

Hello, has anyone had an issue where the "Payment Source Name" on a Payment record doesn't match the name of the payment link? (See Below).

The issue appears whenever a payment link's name is updated after a payment has been recorded. See steps below:

1. The payment link was created with name "Customer #10061787037"
2. Payment link was used to complete payment
3. A Payment record was created by the system
4. Payment link name was updated to "Customer #5369525"
5. Payment record still shows original name

It doesn't appear that the updated payment link name is being reflected on the payment record. 

[BérangèreL]

Hi @KellenRogers, I hope that you are doing well!

Thanks a lot for your help and contributions @danmoyle and @Jnix284 🌟

Just to confirm, I checked for you and if a payment link name was updated after someone transacted, it wouldn’t change in the contact record.

If data about the payment link is changed after it was used to collect payment, the payment record will have the details stored as of the time of payment.

However, just a thought: it seems like making the quote payable or using an invoice would help facilitate customer tracking more accurately maybe in your case? (since it could be handled via associations).

I hope this clarifies your question and that it helps!

Have a fantastic day!

Best,
Bérangère

[danmoyle]

Hey there @KellenRogers and welcome to the community. 

That does seem odd. In our portal we have payment links and the payment source name stays the same. For example, we have consulting blocks and we have a product called HubLMS. Both of these have payment links we use again and again, and the payments that result from them simply pull in that payment link name into "payment source name." That's what I'd expect. I'm not sure why yours would change numbers. 

Have you asked Support? That's where I start, so maybe you have. But I don't see how or why that would change without getting a live look at your process and what your settings are, since that hasn't been my experience. Sorry I didn't have a better answer! 

[KellenRogers]

Hello Dan,

I appologize for the confusion cause by leaving off the actual customer # on steps 1 and 4 in the original post. 

The issue is that we manually updated the payment link's name and it wasn't updated on the payment record.

[danmoyle]

@KellenRogers you update the payment link name after it's been sent to the customer to pay? I guess I'm not understanding your use case fully. If it helps, I'd be open to a chat (link in my signature) to try and talk through it rather than forum posts. I may or may not be able to help, but I'll sure try! 

[KellenRogers]

Hello Dan,

You're a busy man! I just booked a meeting for November 16, 2023 @7:45 AM. 

If anything pops up before let me know and I'd be happy to hop on. I'm on Pacific timezone.

[danmoyle]

Hey @KellenRogers - thanks for scheduling. It's been busy with some PTO and moving training clients around to get them all in 😊 

Sorry we didn't connect on today's scheduled meeting. Maybe you didn't need it thanks to @Jnix284 (she's awesome) but since it wasn't canceled I waited for the duration. 

If I can help in the future, please let me know! 

[BérangèreL]

Hi @danmoyle, I hope that you are well!

Thank you so much for all the amazing contributions/help on the Community, and also for going the extra mile and suggesting to Members to schedule a call ❤️

We really appreciate you and thank you for that! 🌟

Also, thanks for the reminder to the Community Members to cancel appointments if they are no longer needed. Time is precious for all.

Have a great Friday and an excellent weekend!

Best,
Bérangère

[KellenRogers]

@danmoyle I appologize. I completely forgot to cancel the meeting this morning.

After @Jnix284 gave the great explanation, I moved along to other items.

I appreciate your help and follow up. Hopefully we can connect at another time.

[Jnix284 · Accepted solution]

@KellenRogers 

The payment source will reflect the name of the payment link at the time it was made, it won't dynamically update when you change the payment link name.

This creates a historic snapshot of the payment name at the time the payment was made so it can't be altered unintentionally.

Are you changing the name of the payment link afterward to correct a mistake or to reuse the link for another purpose?

[KellenRogers]

Hello Jennifer,

Thank you for the clear explanation!

We are changing it to update a mistake. Occasionally, the custom no is put in wrong by our sales team and it needs to be corrected so that our accounting team is not confused when they review payments.

[Jnix284]

You're welcome @KellenRogers, happy this was helpful!

[BérangèreL]

Hi @KellenRogers, I hope that you are well!

Thanks for asking about this to the Community!

Just to clarify, regarding the point number 4, how is the payment link name updated, please?
Is that via an API? If yes, which one? Is that manually? Is this via a workflow that you set up?

I also wanted to invite a couple of subject matter experts to this conversation @danmoyle, @Alex_Elborn and @Jnix284 do you have suggestions to help @KellenRogers, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you for your help and have a fantastic day!
Bérangère

[KellenRogers]

Hello Bérangère,

The Payment Link's name was updated manually via the HubSpot UI. 

(I updated the original post to show the customer # changing. For some reason the actual numbers got remove when I originally posted them.)

Thanks!