Autoresponder email sending repeatedly

[snesson]

My client has a patron who is receiving an auto-responder donation receipt hourly for 4 days. The credit card was only charged once. The transaction is in Salesforce (posted on 5/8, C&P Alias processed on 5/9). I can't see anything wrong with the C&P transaction. Where can I find a log file for outgoing autoresponders (SMTP Sender = ClickandPledge) and how do I stop the repeated mailings?

C&P Account 30253
Transaction 30253-1705081335278356582
Salesforce org 00Do0000000agMP
I have granted login access.

[CnP.Support]

Good day snesson

Please disable the Maintenance - self healing .

Apparently you have an error and the self healing keeps posting it every 3 hours. Once that is disabled review the C&P Data and see the error.

we will do it now.. but as a consultant it may help to know why this is happening.

[snesson]

I disabled maintenance self healing 2 days ago. The emails are still going out.

[CnP.Support]

Good day snesson

If that is happening then it is not our emails. That transaction I reviewed shows no error.

Are you sure this is coming from Autoresponder? We are reviewing the autoresponder logs now..

[CnP.Support]

Good day Susan,

Please see: https://na17.salesforce.com/003o000001DdunQ

We added the Autoresponder log file to the layout. You may remove it.

We have only sent the Autoresponder once. See the related list.

[snesson]

That makes sense, and thanks for adding the related list. Now I'm thinking what might be happening further down the pipeline. Might the email be stuck in a mailer outbox, which is trying repeatedly to send it without realizing that it's going out? I'm grasping ...

[snesson]

Can you check your SMTP server to see if the email is stuck in a loop there? I understand that the PaaS app only sent it once, but perhaps your mailer doesn't realize it sent it and keeps trying to send it again?

[CnP.Support]

Good day snesson

SMTP does not get stuck .. it fails after the first failure and bounces back.

Have you seen the email that is being questioned? Are you sure it is an autoresponder email? Sometimes people say things that are not quite what you think they are saying.. hope you see what I mean,.

[snesson]

The patron forwarded the email to the client, who forwarded it to me, and I have confirmed that it is an auto-responder. The copy he forwarded was received today (5/12) and contains transaction info from the 5/8 transaction. Thanks for confirming that it's not being resent from the C&P mail system. I must say I'm stumped on this one.

The patron's email is a gmail address. Perhaps there are other reasons why an email might be delivered more than once, but I would expect that it would happen with all emails, not just one. Appreciate any further insight you might have.

[CnP.Support]

Good day snesson

This makes absolutely no sense.. (whatsoever!)

Salesforce shows that it is not sending the email. Our SMTP server shows we are not sending it.

I have assigned this to our developer team to review the instance. We are also reviewing the log files for when the email has been sent.

There is a spooky action at a distance. I am sure we can find it.. not sure how at this time.

[CnP.Support]

Good day snesson

You stated that you have the emails that were sent. Can you forward them to [email protected]

It would be great if you could ask the person that has received it to send us the email header - but I am sure you do not want to inconvenience the patron and they may not know how to look at the raw header, as most people do not know. Just in case you can- it will help determine the root path of the email.

[snesson]

I just thought of something else that seems significant and might be a clue to what's happening. In an early reply to this thread you pointed out that the autoresponder sent log file only has one item in it, but the patron made two purchases on 5/8. One was made via WooCommerce to C&P (a program purchase) and one via Gravity Forms to C&P (a membership payment). The autoresponder log shows the autoresponder for the program purchase. But it's the membership payment receipt that he's receiving repeatedly. That receipt is not shown in the auto-responder sent log. Both transactions seemed to have posted succesfully, and Salesforce opportunities were created for both.

The transaction with the email problem is 30253-1705081335278356582.

Given this new information, could you please look into it again?

Very much appreciate your help.

[CnP.Support]

Good day snesson

We will review .. but so far we do not see any issues.

Please forward the email to the general.mailbox as requested in the previous email so we can check the design.

[snesson]

I have forwarded the email.

[CnP.Support]

Good day snesson

We have found the issue.

The USER that has processed the "Temp" contact does not have permission to delete the created queue, once initiated. It is a permission issue that needs to be addressed.

Can you grant us login access as that user that has processed that Temp so we can review its permissions. It is a strange case but one that we have finally figured out why it is happening. Please grant us login access at your earliest convenience.