Autoresponder not sending emails

[[email protected]]

Our autoresponder is not sending emails to our customers. We are usually BCC'd on those auto email receipts and do not get them as well. The issue started around 10/1.

Test deliverability for instance seems ok.

These emails are critical for us to respond to members and customers that register for our daily events, and their credit card was charged with no receipt sent.

Click and Pledge Account #- 50436
Organization Name- New York Insight Meditation Center
Salesforce Org ID- 00D6A000001iJUV


Thanks,
Vivian Mac
[email protected]

[CnP.Support.AM]

Good day @[email protected]

Would you please share a couple of order numbers and the responder name you are expecting fire so that we can review it?

[[email protected]]

Here are some examples of people who didnt get their event registration receipt.

Order # 50436-2010031327313795006

50436-2009291700277691005

50436-2009301159192187229

50436-2010020604209423892

Responder name- Event Registration Receipt with Online Access - https://na124.lightning.force.com/li...06azTYEAY/view

[[email protected]]

We didn't get a donation receipt sent out too: 50436-201009121030650

Responder name- Donation

Correction: The responder name for preivous cases is- Event

[CnP.Support.AM]

Good day @[email protected]

We reviewed all the above order numbers and found that except one the Responder was sent to all. You can see the logs in the related list of the respective contacts:

Example: https://na124.salesforce.com/0033u00001HsTLV




The one which not fire is because the SKU condition didn't satisfy for this order number: 50436-2009301159192187229.

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

[[email protected]]

This person didn't get an autoresponder email either, even though the logs says that a letter was sent:
Order- 50436-2010020457251247345

Same for James Teschner who said he didn't get a membership receipt (Membership Receipt April 2019 Update)
Order- 50436-2010111342555044736

So even for the ones where autoresponder was sent was indicated, neither the customer got that email. We didn't get our usual BCC of the copy of that email either.

[CnP.Support.AM]

Good day @[email protected]

May we ask that you see if you or donor mail server is blocking our emails? Naturally, it is telling us success which means it has received it. Might be you/donor are not receiving emails is because the mail server thinks it is spam. Please check with your IT team to see if our emails are blacklisted?

[[email protected]]

We use Gmail and Google said that the emails aren't even showing up in our email logs.

Emails sent out from Salesforce end is sending out fine. Emaili ssent out from C&P auto responder is not sending out. Emails not going out are from you when we use your designer and automation process.

This started around Oct 1st, right around your upgrades.

Let us know what can be done. Our Salesforce developer offered to meet with you so to screenshare/figure this out if needed to resolve the issue.

[CnP.Support.AM]

Good day @[email protected]

Access to your instance has expired, would you please grant us access to your instance? Can you please look into the spam/junk folders once? However, if you didn't find the emails in junk, you may join us at LIVE support to demonstrate the issue. Details of the LIVE support are below:

[[email protected]]

You now have accesst ot he instance.

Do you mean this?
Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/

[CnP.LiveSupport.AB]

Vivian,

I host Live Support, but I've reviewed your instance, and there's nothing wrong with your settings. We have reviewed the email for 50436-2010031327313795006, and have confirmed it was blocked by DMARC, but are still investigating why. I will let you know as soon as I hear back about what they find.

~ Amanda
C&P Live Support

[CnP.LiveSupport.AB]

In the meantime, you may want to review our support article about Best Practices to Ensure Email Receipt Delivery
There are sections specific to Autoresponders.

[[email protected]]

We have already reveiwed the support article last week and have complied with all the steps there.

Any updates?

[CnP.LiveSupport.AB]

We were unable to learn more specific details about why the 50436-2010031327313795006 autoresponder emails were blocked by DMARC. We did note that you already had the SPF record as suggested in the "Best Practices" article, and appreciate that you've taken those steps.

The team member that verified the emails were blocked is working with our email service to narrow down a more specific cause. Please let me know if you discover additional instances where autoresponders aren't getting through, so that we can add those to our review.

I will make a note to look back into this issue again on Friday and provide another update.

Sincerely, Amanda
C&P Customer Advocate

[[email protected]]

To clarify it is not just 50436-2010031327313795006, but ALL orders across the board for our transactions (donations, membership, event registrations) that use C&P autoresponder.

Our customers have not been receiving any of those receipts for this entire month.