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Connect Receipts not Sending

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  • abloomer
    started a topic Connect Receipts not Sending

    Connect Receipts not Sending

    I'm not sure if this is the correct place for this question, but all of a sudden the receipts for transactions made in the virtual terminal or on the Connect form on our website are not being sent. The last one that went through was yesterday (Wednesday 1/2/2019) at 9:40 am. I know transactions have been processed since then, because I ran some in the virtual terminal myself, and receipts were not sent. I have checked all receipt settings in Connect and they are set up properly. Please advise. Thank you in advance!

  • CnP.Support.AM
    replied
    Ah, ok,

    Please see:
    Click image for larger version

Name:	CnP Data.jpg
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ID:	44220

    As you can see the above XML includes the receipt number which means the internal notification receipt email has been sent. I am wondering if our receipts are being blocked or ending up in a spam folder. Please check email/spam/junk/ folder for the Receipt.

    Leave a comment:


  • abloomer
    replied
    I thought the organization was supposed to receive the receipts no matter what the patron is receiving. To be clear, we do not want to send these receipts to the patron because they are receiving Salesforce autoresponders. We, the organization, want to receive these receipts and we were up until early Wednesday morning without us changing any settings. Hopefully that makes sense?

    Thank you!

    Leave a comment:


  • CnP.Support.AM
    replied
    Please see:

    Click image for larger version

Name:	Event Receipt.jpg
Views:	12
Size:	138.4 KB
ID:	44217

    Your event is set to NOT send the Default System Receipt which is the reason system didn't send the receipt and the same happened with the transaction processed through SF VT.

    Please note that the Connect setting may be overridden by any application. For example, if in the Salesforce VT you check the box "Send Receipt" for the system receipt since it is being manually stated the system receipt will be sent to the patron though not set in the Connect. Any application may force the receipt to SEND / NOT. In your case, it has set to not send the receipt.

    Hope that helps.

    Leave a comment:


  • abloomer
    replied
    Access has been granted for 1 week - 00D61000000JSwL

    Thanks!

    Leave a comment:


  • CnP.Support.AM
    replied
    Would you please grant us access to your Salesforce instance?

    Leave a comment:


  • abloomer
    replied
    Absolutely!

    One donation that was made via the website the order number is:
    34046-1901021751475761005

    One that was processed via the Virtual Terminal in Salesforce the order number is:
    34046-190103150025520

    Let me know if you need any additional information. Thank you!!

    Leave a comment:


  • CnP.Support.AM
    replied
    Good day @abloomer

    Would you please share a couple of order numbers so that we can review it?

    Leave a comment:


  • abloomer
    replied
    This is a very urgent matter, as there are over 20 gifts in our Salesforce instance and yet no receipts are being sent for any of them, at least not internally.

    Leave a comment:

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