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Autoresponder sending email to donor EVERY hour

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  • Autoresponder sending email to donor EVERY hour

    A donor made an online gift on 11/27/21 (Order number 21271-2111271010481039451) and for some reason our autoresponder thank you email "sent via clickandpledge.com" is being sent to this donor every hour since that donation was processed (some 20+ times so far). I even turned off the C&P Autoresponder Setting in Salesforce, but somehow it still sent the email again at 9pm on 11/28/21.

    We've never encountered this issue/glitch before and with a deluge of online donations expected on Tuesday 11/30, I hope we can resolve this quickly. Please advise.

    One more item of note, this gift was preceded by Order number 21271-2111271009247699451 by the same person, which was declined due to a CVV error.

  • #2
    Problem solved? When I clicked "Post to Salesforce" again on this donation (and was sure to uncheck the send autoresponder box), it seems to have cured the strange hiccup of 22 hourly thank you emails. I still have no idea what caused this type of glitch. Thankfully, the donor was understanding. Any insights into what happened here? Was it related to the declined donation attempt moments before the actual donation went through?

    Comment


    • #3
      Good day @[email protected]

      Sorry for the inconvenience and we are glad to hear that it stopped sending. However, I have forwarded it to our developers to see what was happened.

      PS: would you please grant us login access to your Salesforce instance so that we can review it?
      CnP.Support.AM
      C&P Support
      Last edited by CnP.Support.AM; 11-30-2021, 02:58 AM.
      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

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      • #4
        Org ID: 00Dd0000000ej33
        Permission granted

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        • #5
          Good day @[email protected]

          We reviewed and don't see any logs for the Autoresponder in your instance. Have you deleted the logs?

          However, we noticed that the Track Activity in the transaction object is not enabled in your instance which results in sending the responder multiple times. We have enabled it now, so moving for you should not see that issue.

          Please check and let us know if 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

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