Thank you emails 0 attempts to send - why? Is there a way to issue a batch try?

[jscott]

I would like to understand the Autoresponder process and steps necessary when problems occur.

* On 2/15, approx 35 recurring transactions processed. All of the recurring donors received an autoresponder thank you email.
* On 3/16, approx 50 recurring transactions processed - only half of the recurring donors received an autoresponder thank you email. The other half did not receive one. The thank you email process was identical on 2/15 and 3/16 - we used the same designer email template, the same autoresponder process, and in many cases, the donor recipients were the same). The donors that did NOT receive a thank you email show up in the Autoresponder log with a Status of Failed and Attempts 0.

I need to understand - why didn't the Autoresponder "Attempt" to send them to some donors? Is there a way to kick off a batch process to check for all Status Failed, Attempts 0 entries and resend? Or, what is the most time efficient way to go in and kick each of these resends off? Do I have to go into each Salesforce Contact record -> C&P Autoresponder Sent Email log -> Manage Payment Autoresponder Log -> Click next to the failed entry and then click send? Or, is there an easier way?

I am concerned that this could be a time consuming process each month. Please let me know what I have to do to fix the autoresponder issue this month and stop it from occurring next month.

Thank you!

[martha3]

I am having the same problem, but even more so. Autoresponders get sent sometimes, but usually not. It seems maybe they get sent on the initial gift but not on subsequent recurring gifts. I have watched that video numerous times, and fiddled with the set up several times, but cannot get consistent results. They never get into the queue to resend. I didn't realize that many donors were not being thanked each month! I am really concerned also as we are a small NPO and often on the field and need automated processes.

Thanks.

[Brian Koblenz]

I'll add myself to this thread with a similar kind of issue and question. I have a post-dated recurring donation where it did not appear that the email was set up on the donation (not sure what led to this). Now the date for the first installment has come and gone and a transaction has been successfully processed, but the autoresponder failed to send email presumably because there was no email associated with the recurring transaction (there is email associated with the contact).

So I have transaction0 which was the predated transaction, transaction1 which was the actual payment, and the recurring object.

I went to connect.clickandpledge.com and tried to update the email on the recurring object. That was successful, but that email did not pass back to the existing transactions (ok), but I dont see any way to associated an email with those already existing transactions. I dont really care if there is no email associated with those transactions as long as future transactions pull the email from the recurring object. Can you please confirm this to be the case.

Now I am back in SF and want to retry the the autoresponder. That retry still fails. So one question is where is the autoresponder pulling the email address from to retry. Nothing I have found looks quite right and I certainly doubt that any of the changes I made on the connect.clickandpledge.com side got propagated to SF data structures.

So, my bottom line questions are:
1) how do a get the receipt to my donor
2) does changing the connect.c&p.com recurring object to have the email lead to future transactions successfully going through the autoresponder
3) where is the email being pulled from when the autoresponder is retried?

I also did not have a campaign assigned for this recurring transaction and I would like there to be one for future instances of this recurring transaction. Can I simply add my campaign as the primary campaign on the recurring object in connect.c&p.com and future transactions will be associated with that campaign?

thanks
-brian

[CnP.Support]

Good day!

Changes are used for the NEXT transaction - not the existing transactions.

When a change is made to the recurring the next recurring that posts will use the same information. The change does not post to Salesforce immediately or update anything in Salesforce at the time the change is made.

Changes are made to the next recurring so when the next one runs it will post with the new updated information.

I hope that answers the question.

[CnP.Support]

@Martha,

Please grant us login access and the order number whose autoresponder was not sent so we review your account.

Autoresponders work without any issues and are used heavily by our clients. I am sure there is a setting that needs to be reviewed.

Let me know when we have access so we can review your account.

How to grant access: http://forums.clickandpledge.com/showthread.php?t=1065

Please make sure to post your organization name & the Salesforce Organization ID so we know how to locate your instance. As part of the process we will also upgrade you the latest instance of our applications. If you don't wish to be upgraded please let us know otherwise we will update your instance.

[Brian Koblenz]

I am not sure if this was in response to my questions or jscott or martha.

If it was me, then I still am looking for answers to:

begin quote
So, my bottom line questions are:
1) how do a get the receipt to my donor
2) does changing the connect.c&p.com recurring object to have the email lead to future transactions successfully going through the autoresponder...(I think you were responding to this, right?)
3) where is the email being pulled from when the autoresponder is retried?

I also did not have a campaign assigned for this recurring transaction and I would like there to be one for future instances of this recurring transaction. Can I simply add my campaign as the primary campaign on the recurring object in connect.c&p.com and future transactions will be associated with that campaign? (I think your response also applies here so as long as I updated recurring campaign I should be good to go, right?)
end quote

[jscott]

I started this thread and never received a reply. I just went in to each Contact record and sent the failed with 0 attempt autoresponder emails. Please reply now. If there is a parameter that needs to be changed, you already have access to our system. Thank you.

[CnP.Support]

Sorry but this happens when others post similar issues in the same thread. We ask that each thread be for a specific issue and as such it makes following the threads and answers quite hard to follow.

We have requested your issue to be reviewed.

[CnP.Support]

@Brian Koblenz;

Please start a new thread when asking a question. Mixing threads makes it hard to follow and complete the discussions posted by others. Thank you.

Answers:

1: How do a get the receipt to my donor: You may send the system receipt through the Connect platform by finding the transaction and sending the receipt through the options provided. In Salesforce you may go to the Transaction and click on Send Authoresponder.

2: When transactions are modified in Connect the future transactions for the recurring will post with the new information and as such the recurring will trigger if satisfied.

3: The email is puled from the C&P Data - the transaction email. The email is based on the actual transaction and if changed in the Connect recurring then the new email will be used.

Hope that answers the question.