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Duplicate transactions and email automation not triggering

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  • Duplicate transactions and email automation not triggering

    Hello,

    There have been several instances of donors not receiving their automated email receipt when they make a donation. Can you take a look and see what might be preventing the workflow? My concern is that this is happening across the board. Is there a way for me to check if someone received the email?

    Most recent examples:
    50733-1811271555046414527. Donation was made on this page: https://www.grandcanyontrust.org/donate
    50733-1812171152564701834. Donation was made on this page: https://www.grandcanyontrust.org/donate

    Also, we've had a handful of duplicate transactions. Some may be associated with the issue above, where a donor might think that their donation didn't go through so they make another one. However, there are some that occur quickly in succession. This may be due to user error, but I'm wondering if there's something I can do to prevent multiple submissions?

    Most recent examples:
    50733-1811271807050233066 and 50733-1811271808430893066. Donation was made on this page: https://www.grandcanyontrust.org/donate
    50733-1812071058338710926 and 50733-1812071048252100926. Donation was made on this page: https://www.grandcanyontrust.org/gra...s-next-century
    50733-1812142130446712236 and 50733-1812142211302842236. Donation was made on this page: https://www.grandcanyontrust.org/donate

    Thank you!

    Lauren

  • #2
    Good day @laurenzastrow

    When you said automated email receipt, do you mean Connect receipts or Autoresponder emails in Salesforce? If you are referring to Autoresponder, please grant us access to your Salesforce instance and share the responder name you are expecting to fire for above order number so that we can review it.

    Regarding the duplicate transactions, those transactions have been processed through Connect forms and there is NO way of double submission since we blocked the double submissions across all of our forms. As you can see below the time difference in each of the transactions is more than a minute.

    C&P#-YY-MM-DD-HH-MM-SS-MS-CC

    50733-18-11-27-18-07-05-023-3066 --- 1+ Minutes of gap
    50733-18-11-27-18-08-43-089-3066

    50733-18-12-07-10-58-33-871-0926 --- 10+ Minutes of gap
    50733-18-12-07-10-48-25-210-0926

    50733-18-12-14-21-30-44-671-2236 --- 41+ Minutes of gap
    50733-18-12-14-22-11-30-284-2236

    Probably as you said donor might think that their donation didn't go through so they made another one.
    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
      Gotcha, thank you for clarifying double submission. Glad to know that it's blocked and that this comes down to user behavior.

      I granted Support access to our Salesforce instance for one week. Here is the autoresponder: https://cnp-paas.na88.visual.force.c...2u1Y000001DxXt

      Thanks so much for your help. I'm curious to know what the issue might be!

      Lauren

      Comment


      • #4
        Good day @laurenzastrow

        We reviewed and found that the Autoresponder has been sent to all of the above order numbers. You can see that in the related list of Autoresponder logs in Contact:

        Click image for larger version

Name:	responder sent.jpg
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ID:	44043

        ​​​​​​​ Click image for larger version

Name:	responder sent2..jpg
Views:	0
Size:	105.4 KB
ID:	44044

        Please check and 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
          Interesting. These donors claim that they never received it, which is why they made another donation. Well, thank you for taking the time to look into this. Not sure what the issue is on their end that's preventing them from receiving the email.

          Happy Holidays, Support Team!

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