Announcement

Collapse
No announcement yet.

support request - email deliverability issues to Gmail from Connect

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • support request - email deliverability issues to Gmail from Connect

    Hi
    We are unable to get our C&P Connect receipts to deliver to gmail. I've followed all the steps on the Email Deliverability article.
    Here are the messages we're getting from our DMARC digests. I've also tried sending with "[email protected]" as the reply to.
    Please advise on how we can fix this.
    Thanks!
    Siobhan

    clickandpledge.cc 1 0% 0%
    clickandpledge.cc is authorized to send on behalf of iisd.ca, however it looks like SPF and DKIM are still failing DMARC’s alignment test.
    DMARC looks at the Return-Path of a message to make sure the domain there matches the domain in your From address. If the Return-Path path doesn’t match your From address, those messages will fail DMARC’s SPF alignment test.
    Set up a DKIM record and check with this source about setting up custom Return-Path.
    Siobhan Kari
    International Institute for Sustainable Development
    [email protected]
    iisd.org

  • #2
    Good day @skari.IISD

    We just reviewed your receipt settings and found it is empty. Would you please define the email addresses in the receipt settings as instruction in the following KB article and test it?

    https://support.clickandpledge.com/s...ceipt-delivery

    Click image for larger version

Name:	receipt settings.jpg
Views:	56
Size:	155.9 KB
ID:	61212

    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
      Hi
      I should have specified - please look at 61338. We have two orgs. I'm confirming functionality in one before I create the receipt, etc. in the other.
      Thanks,
      Siobhan
      Siobhan Kari
      International Institute for Sustainable Development
      [email protected]
      iisd.org

      Comment


      • #4
        Would you please share the order number for which you don't receive the receipt so that we can ask our technical team to review it?
        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
          Hi. It's every order. I'm still setting up and we have not gone live because we are not able to send emails to gmail through C&P. But you can test with 61338-210910093333410
          Thanks!
          Siobhan Kari
          International Institute for Sustainable Development
          [email protected]
          iisd.org

          Comment


          • #6
            Good Day,
            I have sent your receipt to two of my accounts: 1 hosted by Google and my primary account, which is hosted by Microsoft. The email to my gmail account was rejected due to your domain's DMARC policy. My suggestion is that you try one of following 3 suggestions: NOTE #3 is guaranteed to work

            1. - change your DMARC record's Policy parameter "p" to 'none' . I realize that this defeats the purpose of DMARC, but your SPF and DKIM are still active.
            2. - change your FROM and REPLY-TO email addresses to include a subdomain (since your DMARC's sp is currently 'none') e.g. your FROM: address could be [email protected]<yourdomainname>.<tld> . You will need to allow that domain to forward to your primary domain, but this change is likely to work.
            3 - change your FROM and REPLY-TO email addresses to [email protected] - because this is the native domain name of our mail servers, this will work.

            My suggestion is to choose #1 or #2 and do a couple of test donations HOWEVER - you should make the email address of the 'donor' an address that is NOT in your domain. It can still be hosted at gmail but it should be a different domain name.

            Lastly - Please note that _custspf.clickandpledge.cc has 'include:_spf.salesforce.com' within the record, so you can drop it from your SPF record. Having it twice is currently not an issue, but there is a length limit. If you add additional "includes", you may run in to that limit.

            Please let us know how your tests turn out.
            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


            • #7
              Hi - just an update. We're going to try it with a subdomain. I've asked our email admin to set that up. We'll test it and then I'll update you here. Hope it works!
              Siobhan Kari
              International Institute for Sustainable Development
              [email protected]
              iisd.org

              Comment


              • #8
                That worked! We created a subdomain and didn't apply the DMARC security and we received our test email to a gmail account.

                However, one related issue - the Reply To email address is not being respected. When I send a receipt, and the recipient clicks Reply, it goes to the email address in the From field, not the email address in the Reply To field. We can forward those replies internally, but we would prefer that donors use our main email domain and not the subdomain. Can you look into this as well? See the settings in our account 61338.

                Thanks!
                Siobhan
                Siobhan Kari
                International Institute for Sustainable Development
                [email protected]
                iisd.org

                Comment


                • #9
                  Hi - we still have an issue with the Reply To..

                  The Reply To email address is not being respected. When I send a receipt, and the recipient clicks Reply, it goes to the email address in the From field, not the email address I designated in the Settings for the Reply To field. Can you look into this as well? See the settings in our account 61338.

                  Thanks,
                  Siobhan
                  Siobhan Kari
                  International Institute for Sustainable Development
                  [email protected]
                  iisd.org

                  Comment


                  • #10
                    Good day @skari.IISD

                    We reviewed and tested the receipt in your account and it is working as expected. The email you have defined in Reply-To Email i.e. [email protected] appears as a Reply-To email address. Please see:

                    Click image for larger version

Name:	Reply to Email address.jpg
Views:	26
Size:	23.7 KB
ID:	61309
                    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


                    • #11
                      Hi
                      So, in Outlook, receipts coming from the receipt builder are respecting the Reply to, but receipts coming from Send Receipt button on the individual transaction are not.
                      In Gmail, the reply to is not respected at all.
                      See the attached screencaps.
                      Thanks,
                      Siobhan Screencaps.docx


                      Siobhan Kari
                      International Institute for Sustainable Development
                      [email protected]
                      iisd.org

                      Comment


                      • #12
                        Good day @skari.IISD

                        Sorry for the delay.

                        We have identified and fixed the above issue.

                        Please test it and let us know if you find any issues.

                        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


                        • #13
                          Hi. It tried it a couple different ways and it looks like it's fixed. Thank you!
                          Siobhan Kari
                          International Institute for Sustainable Development
                          [email protected]
                          iisd.org

                          Comment

                          Working...
                          X