Issue Credit Internal Notification Failure

[joel.goodhart]

Hello!

Recently, when I go to issue a refund through Connect, the internal notification field fails to send an email to the email addresses listed. I'm not sure why this has started happening, but it has made things challenging for our accountant, as they no longer receive email notifications when a refund is issued.

Any ideas on how to fix this??

Best,

Joel

[CnP.Support.AM]

Good day @joel.goodhart

Would you please share the order number of the credited transaction so that we can review whats going on?

[joel.goodhart]

Here it is:

27908-1805300738441587006

[CnP.Support.AM]

Good day @joel.goodhart

Ah, are you referring to the following field:



That is not email field but the internal note. As of now, there is no way to send the Credit/Refund notification through the portal except to send confirmation email to specific email.

However, it is a good idea to have an internal notification option for issue credits. I have forwarded this to our developers to consider it as a feature request and see the possibilities to include in upcoming releases.

[joel.goodhart]

Hello,

Yes, that is the field (Internal Note) I'm referring to. The problem I'm having is that it used to send an internal notification to our Executive Director. I could also send an email "notice" to our accountant and program leaders when a refund concerning their program was issued.

Recently, those notifications quit working...I have another refund I need to issue today if you'd like to test it again. I would show you the details from the other refund, but I'm currently locked out of our account. See this screenshot: https://gyazo.com/f99939f807dd3f5f07fd889c9efd00f1

Could you enable our account access??

Thanks!

[CnP.Support.AM]

Good day @joel.goodhart

Strange! We never have an option to send notification emails for issue credits except to send a confirmation email to specific email as shown in above image.

However, please share your username so that we can review it.

[joel.goodhart]

My username is [email protected].

Also, what exactly is the Internal Note field for, then? Are you saying it's not supposed to accept email addresses? What does the "Credit Note" mean? (see below screenshot)

https://gyazo.com/45c3d27e7ea77c238a67ae28cceb487c

Thanks for your help and time looking into this!

Best,

Joel

[CnP.Support.AM]

Good day @joel.goodhart

Please see:



As it mentioned, it is for internal note for future reference.

Regarding your user, I don't see any issues, it is Active and working fine.



Do you see that alert on any specific action?

[joel.goodhart]

I see! That's funny...I've been using it incorrectly this entire time. It appears that my issue might be related to an AutoResponder, then?

Is there a way for you to help me troubleshoot why the autoresponder isn't sending? See below screenshot:

https://gyazo.com/ada083fe83e5fc5254c0912583534a4b

Best,

Joel

[CnP.Support.AM]

Good day @joel.goodhart

We reviewed and found that the order# 27908-1805300738441587006 is recurring transaction and the responders which you are referring to doesn't have the recurring condition included. Since the condition didn't satisfy the responder will not fire.

Please note that in case of a recurring transaction, the recurring checkbox should be checked in order to fire the responder.