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Autoresponder Not Sending for Recurring Donations

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  • Autoresponder Not Sending for Recurring Donations

    I have noticed that the Autoresponder is not sending for recurring donations... Neither for the initial donation nor any of the following recurring instances.

    I believe I have set up the conditions accordingly so that it should send for recurring donations and everything looks good, but it is not happening. I made sure to update to the latest versions of C&P for Salesforce, still nothing. I also heard that I should switch over the C&P SMTP as opposed to the Salesforce one, and still nothing.

    Can you please help pinpoint what is preventing the Autoresponder from sending for recurring donations?

    The latest example of this is Recurring ID 107975 and Order Number 1501281911047901641.

    Appreciate your help!

  • #2
    Good day!

    Please grant us access to your account so we can review the autoresponder.
    Please make sure to post your organization name & the Salesforce Organization ID so we know how to locate your instance. As part of the process we will also upgrade you the latest instance of our applications. If you don't wish to be upgraded please let us know otherwise we will update your instance.

    One note about Autoresponder: Autoresponder will trigger on contacts and if a contact is in the C&P Temporary Contact the autoresponder will not work until it becomes a contact.

    Please let us know when we have access so we can review it.
    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
      Thank you for the quick response! I have already granted the necessary access and the Organization ID is 00DU0000000HIu6. By the way, I do not have any Temporary Contacts and I believe my settings are such so that these are never created for this very reason.

      Comment


      • #4
        Good day!

        We reviewed your instance and noticed the following:

        - There is only 1 active autoresponder:

        Click image for larger version

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        - & the autoresponder does not have any recurring options selected:

        Click image for larger version

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        If the recurring option is not set the autoresponder will not be triggered for recurring donations.

        I hope that helps. Please let us know if we can be of any further assistance.
        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
          Thank you very much for that guidance! Seems like the newer release made that condition more easily apparent, or my eyes and brain are just working better now In any case, made that update and that should solve it.

          Comment


          • #6
            I'm still having issues with this

            I updated the settings to send out for All Recurring then realized that it wasn't sending for One-time transactions. So I recently created a second Autoresponder to have two: one to send for All Recurring and one to send for One-time transactions. An installment of a Recurring transaction was just processed but the Autoresponder still failed to send. Can you please advise as to what the appropriate settings are so that an Autoresponder goes out for every transaction (one-time and all installments of recurring)?

            Appreciate your help in finally figuring this out once and for all. And yes, I am up-to-date on the installed app versions. Thanks!

            Comment


            • #7
              Good day!

              Please grant us login access so we can review your autoresponder settings.
              Please make sure to post your organization name & the Salesforce Organization ID so we know how to locate your instance. As part of the process we will also upgrade you the latest instance of our applications. If you don't wish to be upgraded please let us know otherwise we will update your instance.
              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


              • #8
                Thanks for your help! Access has been granted.

                Organization: Beacon of Hope
                Organization ID: 00DU0000000HIu6

                Comment


                • #9
                  Good day!

                  The autoresponders appear to be correct but we need the Order # of a transaction that did not fire so we can review your expectation versus the settings.

                  Do you have an order number we can review?
                  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


                  • #10
                    Thanks for the quick response. I don't believe it has fired for the last 5 transactions:

                    - 1522015372477414764965
                    - 1522810574989549012336
                    - 1522810581298414745436
                    - 1503181123420750403
                    - 15320124433414763381

                    Hope this helps and we can figure it out soon.

                    Comment


                    • #11
                      Hello, just following up on this again since I haven't heard back from you all. Just had another recurring donation process and the Autoresponder didn't fire. Really appreciate your help in finally getting this sorted out. Thanks!

                      Comment


                      • #12
                        Good day!

                        As our previous post - we did not find any issues.

                        Do we have access to your account?
                        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


                        • #13
                          Good day!

                          We just reviewed your new autoresponder. In your previous post you did not have one for the recurring and we see that now you have added it.

                          Here is the problem.

                          All conditions are AND so since the logic among all main conditions is AND all conditions have to be met before the autoresponder is sent.

                          You have checked the following:
                          Click image for larger version

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                          AND Future Transaction

                          A recurring is NOT a future transaction by default. A future transaction is when you do a transaction and set the charge date to start at a future time. If you have Future Transaction then the recurring will not run since it is NOT a future recurring.

                          Consider setting up a patron whose recurring transaction should start on the 15th of the month. You wish to set them up on the first of the month but you want the charge to start on the 15th. This is a future date transaction and it may be set as a recurring or not.

                          If you wish to send recurring to the ones that were missed follow the steps listed below:

                          - go to C&P Transaction
                          - Find the Order Number - you may also search for the order number in Salesforce
                          - In the Transaction view for the order click on the Resend Autoresponder

                          Click image for larger version

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                          Hope this helps.

                          Let us know if we can be of any further assistance.
                          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


                          • #14
                            Thank you very much for looking into this and providing the solution. Just changed that setting to send for Actual Transaction and hope that solves it moving forward.

                            Comment


                            • #15
                              Greetings! Unfortunately, another installment of a recurring donation just processed and the Autoresponder did not trigger... Again.

                              Can you please look into it and let me know why? Order #155208431633414789331. Login Access has been granted, Organization ID: 00DU0000000HIu6.

                              This has really been quite the persistent and frustrating issue. I hope we arrive at a resolution soon.

                              Thank you!

                              Comment

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