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Receipt not sending due Gravity form sending/receiving incorrect information

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  • Receipt not sending due Gravity form sending/receiving incorrect information

    Hi team,

    I contacted the Support Team regarding this issue, who have now directed me to post here. Please see the issue below.

    When submitting an online gift, donors are not receiving the automated e-mail receipt. We have been informed that the Gravity form may not be sending or receiving information correctly.

    For example (see photo Order Ex 1), when looking up the order in Transactions, you can see that the “Email” is blank - and that the email and name is somehow being pulled into the "Custom Questions" section, which is incorrect. This was a transaction performed by the donor through our website, which is connected to Click & Pledge via API.

    However, this error does not occur when our in-house team processes a transaction through the Virtual Terminal (see photo Order Ex 2). The donors receive the automated email receipt, as per usual, as the information as been sent/receive correctly.

    Assistance as soon as possible would be greatly appreciated, particularly as we quickly approach year-end!

    Many thanks,

    Sharayah

  • #2
    Good day @swinkler

    Please submit a support ticket at https://support.clickandpledge.com/s/ with FTP and Admin login details as well as the website URL so we can review your entire configuration. Include the link to this post in the ticket for reference.

    Please let us know when you have submitted the ticket. Do not post the requested information in this forum as this is a public forum.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Thanks CnP.Support.AM - I have submitted the ticket.

      Comment


      • #4
        We have received your ticket. May I ask you to please request/show the above-requested information to your web development team? They will know what we are asking for.

        Again, do not post the requested information in this forum as this is a public forum.

        Please let us know when you have submitted the ticket with the requested information.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          PS: It looks like you have created email field using a single-line text field which might the reason it is posting as a custom question. Please note that you need to use Email field in the Advanced Tab option.

          Please review the manual: https://manual.clickandpledge.com/Gravity-Forms.html
          Regards,
          Click & Pledge Support Department

          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

          Join us @ the educational webinars: https://clickandpledge.com/webinars/
          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

          Comment


          • #6
            Thanks CnP.Support.AM - I did pass along this info and am now communicating with Support through a Support Ticket, as requested. I will follow up with our web developer using the manual you provided.

            Very much appreciated,

            Sharayah

            Comment

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