Autoresponder failing on invoice

[CarolinaTigerRescue]

I created an autoresponder for transactions that may be either payment or invoice. I copied the settings from another working autoresponder, so I think they're OK. When I submit a transaction as invoice, the autoresponder does not send a response to the "client". It may also fail as a credit card transaction, but as this requires an actual transaction to test- I don't know.

I suspect the reason the autoresponder is not working is because an invoiced transaction has neither a Payment Status of "Authorized" or of "Declined", but there is not an "Invoiced" option when setting my autoresponder settings.

Could this be the case? If so, how do I set up an autoresponder for my invoices?

[CnP.Support]

Good day CarolinaTigerRescue:

I am not sure what you mean by "Invoice" is not an option. See below:



Don't you see the invoice as an option?

What version of PaaS are you using?

BTW: I moved this thread to Salesforce since it was originally posted to the API forum.

[CarolinaTigerRescue]

My apologies, both on posting to the wrong forum (I thought I was in the PaaS forum) and the lack of clarity regarding where invoice was used.

This particular autoresponder does not appear to be sending out the intended email. My auto responder settings are set with "Invoice" checked under Payment Method (along with the credit card options).

My concern was whether the Payment Status setting was causing the Autoresponder to fail. I am confused as to whether an "invoice" transaction comes in with a Payment Status of "Authorized" or not, there is no "Payment Status" field shown on the C&P transaction itself. Otherwise the problem may be elsewhere.

[CnP.Support]

Good day @CarolinaTigerRescue:

Would you please grant us access so we can review your account. What you are describing should work so I am not sure what you have in the settings. We need to review the autoresponder setting and figure out what is going on.

Let us know when we have access so we can review it.

[CarolinaTigerRescue]

granted.

Our form for this transaction is located at https://savannastation.carolinatiger...php?camp=&trk=

[CnP.Support]

Good day @CarolinaTigerRescue:

We just ran a test with your form and all worked correctly. You may be thinking that an email is not going out after a test but if the contact is in the Temporary Contact the email will NOT be sent. Temporary Contact reflects that no contact has been assigned to the transaction and as such the system cannot send the autoresponder.

Hopefully you don't mind us testing your form. It was done as Account Test.

Let us know if we can be of any further assistance.

Please see the email we received:
=====

Thank you for submitting your entry to the first ever Friends of Wildlife Film Festival! Your film will be reviewed by our panel of judges, and we will begin notifying filmmakers whose films were accepted for screening beginning October 14th. Please do not contact us before this date.

We hope you will consider attending the film festival on November 2nd and 3rd as well. Filmmakers receive the following benefits by attending:

• All-access pass for festival weekend
• Meet other filmmakers, sponsors and audience at the opening reception
• Opportunity to speak in front of the audience to discuss your film and hold Q&A
• Opportunity to sell your film on DVD or Blue Ray or other merchandise during the course of the film festival
• A free tour pass to tour Carolina Tiger Rescue
• We have a limited number of overnight accommodations in private homes. If your film is selected for the festival, please let us know if you are interested.

Sincerely, Jennifer

[dstephens]

Testing my form, I am getting the same issue. For Credit Cards, and Monthly Processing it seems to be working, but for Invoice it doesn't seem to be. I have tried to a Gmail Account, my super secure work account and my very unsecure personal domain account.

When attempting an invoice to an account already in the system I do not get the autoresponder, and there isn't even evidence that they tried:


When I send an invoice to a new contact, it failed:


I am using the same SMTP settings that we are using for the monthly and the credit card transactions that do appear to be working.

In addition, I have checked the spam filters in all accounts.

[CnP.Support]

Good day @DStephens!

The issue you are having is different from the previous issue. Your Status is "Failed" which means the system could not send the email.

Please give us access to your account so we can review your setting.

[CnP.Support]

One more point before you give us access.

Please note that GMail & Google will not allow for SMTP to work if 2 factor authentication is active on the account. Do you have 2 factor authentication activated on these accounts?

The status you have is FAILED - which means we could not connect to the server. The email has not gone out and will not even hit your mailbox since SMTP connection has failed.

[dstephens]

I have given you access. We are not using Gmail SMTP, but our Outlook Exchange Server through our system here. I don't believe we have the 2 factor security set up either. I will mention though that our custom SMTP settings has worked as recently as 3:45 this afternoon on a different autoresponder for recurring transactions, and a general credit card receipt around 10am this morning for a different credit card transaction. So the SMTP set up does work.

[CnP.Support]

Good day!

We have tried to login to your account but don't see to have access to your account. Your account, per your forum setting, is One Connection Media Group - and that account has not given us access in Salesforce.

Please double check and let me know when we have permission to login to your account. For reference on how to grant access please see:http://forums.clickandpledge.com/showthread.php?t=1065

[dstephens]

I had activated the CnP Check account like you used to do for reviewing an account. I have now gone in as requested and given you access the new way. I will go ahead and submit the Org ID via support ticket now.

[CnP.Support]

Good day!

We will no longer use the login info we used to have for clients. The new grant access works easier without needing a user to be set up.

Once our review is complete I will notify you.