System receipts not sending

[jackdunn]

Hi there,

We use C&P with Salesforce. Usually all transactions send a receipt to my email address, and the transaction posts to Salesforce appearing in either Temporary Contacts or matches to a contact automatically. I opened my emails this morning to one receipt, but three transactions are present in Temp Contacts. This is concerning because if those transactions had matched to a contact, I wouldn't have even known they existed because I rely on seeing the receipts come into my inbox. Do you know why I didn't get receipts for those transactions? Can it be fixed so this doesn't keep happening? Thanks so much.

Order numbers for the two missing transactions: 1609161940024552512 and 1609181116537443314
Org ID: 00Dd0000000i8lD
Access granted to account.

[CnP.Support.AM]

Good day @jackdunn

We reviewed your instance and found that the order#1609161940024552512 is declined. Please note that for declined transaction system will not send the receipt. However, order#1609181116537443314 is Authorized and according to the settings you must receive the receipt.

We reviewed your account and Event in Salesforce but didn't see your email listed in the notification list.

However, if you are looking into the correct email then please check spam and junk folders for the receipt.

Please check and let us know so that we can investigate the issue further.

[jackdunn]

CnP.Support.AM Morning! Thanks for looking into this. My email isn't listed, you're correct, but the [email protected] email inbox, which I monitor, is set to receive all receipts. I've just checked that mail box's junk - nothing. Let me know if you need any more information.

[jackdunn]

CnP.Support.AM also could you tell me how I turn on decline notifications for my inbox? Do the system receipt settings include declines? I can't tell.

[CnP.Support.AM]

Good day @jackdunn

We don't send any generic receipt/email for the declined transaction. However, in Salesforce you may set the C&P Autoresponder for declined transactions to send email to specific email address: http://help.clickandpledge.com/custo...ticles/1164739

Regarding the following order#1609181116537443314, I have forwarded this to our technical team to investigate and will get back to you shortly.

[CnP.Support.AM]

Good day @jackdunn

We reviewed and our logs shows that the the receipt copy has been sent to the below email addresses:

<OutGoingEmailResults>
<OutGoingEmailResult>
<Email>[email protected]*****.com</Email>
<Success>true</Success>
</OutGoingEmailResult>
<OutGoingEmailResult>
<Email>[email protected]********</Email>
<Success>true</Success>
</OutGoingEmailResult>
<OutGoingEmailResult>
<Email>[email protected]*********.org</Email>
<Success>true</Success>
</OutGoingEmailResult>
<OutGoingEmailResult>
<Email>[email protected]********.org</Email>
<Success>true</Success>
</OutGoingEmailResult>
<OutGoingEmailResult>
<Email>[email protected]********.org</Email>
<Success>true</Success>
</OutGoingEmailResult>
</OutGoingEmailResults>
</OutGoingEmailResultList>

Is anyone at the org receiving our emails? If not, please contact your email service provider and verify that Click & Pledge email receipts are not being black listed.

[jackdunn]

CnP.Support.AM Hi again. Yes, my two colleagues (listed as Ola and Ace) are receiving their copies fine, it is just my email ([email protected]) that is not. I have checked my junk mail box and had an admin check higher up in our org spam filter. It's not there. I don't think this is an issue with our org.

ETA: I've already added C&P emails to our whitelist, as well.

[jackdunn]

CnP.Support.AM bumping this - did my last message reach you ok?

[CnP.Support.AM]

Good day @jackdunn

Sorry for the delay. We have not updated this thread but we are working on your case. I have forwarded this to our technical team and hopefully today I will get back to you with the update.

[CnP.Support.AM]

Good day @jackdunn

Here is what we found:

Our server shows that the emails have been sent to you:



Please read the following..esp # 5: http://help.clickandpledge.com/customer/portal/articles/1529289

We noticed that the "Receipt Reply To" address is [email protected] that is why you are not receiving the receipts. Your server is set for "anti-spoof" and is deleting the email because it says it's FROM: the same address that it is trying to deliver TO but the email is coming from outside.

You may need to change the TXT record for SPF at your DNS service AND add an exception for antispoof measures to the [email protected] address.

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