Missing decline notification

[jackdunn]

My colleague automatically receives a standard notification each time a credit card transaction declines (sender is "[email protected]", no subject line, starts "We are unable to process the following transaction due to the reason(s) listed below"). I would like to configure those notifications to send to my email, as well.

This isn't the system receipt, I know those aren't issued for declines, nor is it an autoresponder because we don't have one set up (so NOT the solution described here https://forums.clickandpledge.com/fo...l-notification). Can you tell me where I can find who receives these notifications and how I can configure them?


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[CnP.Support.AM]

Good day @jackdunn

We don't send decline notification emails. Would you please share the complete email what your colleague has received? If possible also attach the screen shot.

We send decline notification only in case of when RECURRING transaction declined. To get that notification, you need to add your email address into Receipt Email/Notification list under Account Info (login to https://portal.clickandpledge.com >> Account Info >> Receipt Email/ Notification). Please note that, that text cannot be modify, that is generic text sent by API.

[jackdunn]

Yes, that's the decline notification I'm referring to. I just followed the steps you suggested, and found that my email address ([email protected]) is already listed in the 'email notification list' under account info, so I should have been getting these notifications but I am not. I've already whitelisted the c&p email address, so it's not getting held up in spam. I've also attached the screenshot of that page and the decline notification my colleague received. As you'll notice - she received the notification despite her email not being listed in the 'email notification list'. Can you explain please? Thanks

[jackdunn]

CnP.Support.AM Hey just checking in on this thread - any news?

[jackdunn]

CnP.Support.AM - checking in again. any news?

[CnP.Support]

Good day jackdunn

Sorry to have missed this. This was marked as having been addressed.

The Transgender Law Center has 2 accounts with Click & Pledge. Please let us know which account number this is related to. Also an order number from the email you have received so we can retrieve the log files.

Once we have more details we can analyze the log files and determine where things are going.

[jackdunn]

Thanks!

Order number for the decline notification that I didn't receive: 15987365895481541270 (on the account: )
Although please note the lack of notification isn't specific to this order - I don't recieve any notifications. Nor is it specific to this account, I don't get notifications from either account. So both our numbers are: 24461; and 31410.

[CnP.Support]

Good day jackdunn

I reviewed your account & noticed that the emails were entered with an ENTER key. they are supposed to be separated by semicolon.

The following emails are listed: [email protected];[email protected]

The following emails will receive decline messages by default for all declined transactions. Of course before my edit, the first one is the one that most probably received it while others were ignored.

Is your email any of the ones listed in the notification list shown above?

[jackdunn]

Yes, my account would be the [email protected] one. I'm confused though, if the semicolon was at fault how come my colleague [email protected] has been getting notifications successfully? Is that email on that list at all?

[jackdunn]

CnP.Support - please can I get some more input here?

[CnP.Support.AM]

Good day @jackdunn

The reason [email protected] receiving the copy of receipts because she is listed as primary contact of your organization and as such always receive a copy of receipt.

Hope that answers your question. Let us know if we can be of any further assistance.