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Autoresponder Not Sending for Recurring Donations

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  • beaconofhope
    replied
    Thanks for pointing that out. I thought I had addressed that with the last revision, but apparently I only did so on the "non-recurring" Autoresponder. So I removed the "AND Future Transactions" condition and we should be good to go now.

    Where can I find out more about these office hours that you mentioned?

    Loving the new forum version, by the way!

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    This is not an issue with the autoresponder but the way your conditions are set.

    Please see below:
    Click image for larger version

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    Please note that each of those conditions are set as AND and as such all conditions have to be met before the autoresponder is sent.

    Recurring donations are NOT future date transactions. Future transactions are those that are set to process at a later day such as using the virtual terminal today but wanting to run the transaction on at a later time. A use case for such feature is when a patron asks that you process her donation on June 1 and today is May 22. In such a scenario you have 2 choices, either save the credit card information (which we do not recommend) or process the transaction using the virtual terminal and setting the charge date for June 1. Through this feature you are secure by not storing the card number and the patron will be charged when she wanted to.

    A future transaction setting in autoresponder provides an easy way for you to send a different email for the first pre-authorization transaction and a different email when the actual charge goes through.

    If you have that option set and a processed payment is NOT a future transaction, the autoresponder will NOT be sent.

    I hope that clarifies the setting.

    We also have daily office hours that you may attend if you wish for one of our support engineers to provide additional demo of the feature.

    Please let us know if we can be of any further assistance.

    Leave a comment:


  • beaconofhope
    replied
    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!

    Leave a comment:


  • beaconofhope
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

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

    Do we have access to your account?

    Leave a comment:


  • beaconofhope
    replied
    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!

    Leave a comment:


  • beaconofhope
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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?

    Leave a comment:


  • beaconofhope
    replied
    Thanks for your help! Access has been granted.

    Organization: Beacon of Hope
    Organization ID: 00DU0000000HIu6

    Leave a comment:


  • CnP.Support
    replied
    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.

    Leave a comment:


  • beaconofhope
    replied
    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!

    Leave a comment:


  • beaconofhope
    replied
    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.

    Leave a comment:


  • CnP.Support
    replied
    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.

    Leave a comment:


  • beaconofhope
    replied
    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.

    Leave a comment:

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