Donor stated that the autoresponder they received has no logo or our org name on it

[mjokiman]

Hi,

Our donor called us with a concern that the e-receipt he received after making a donation on our website had no logo or our org name on it. I've checked our C&P settings to confirm the autoresponder template that we have, and looks like we only have one "Thank you Letter" and that should be the one that's being sent out.
This is the order number of the donation that the donor made 36448-1711102138467624802 where he received the e-receipt in question.

Access has been granted.

Thanks,
Monica

[CnP.Support.AM]

Good day @mjokiman

We reviewed your account and noticed that the above transaction is associated with the following Campaign in Connect: FY18 Meal Donation Forms. While reviewing we found that the receipt template assigned to this Campaign doesn't have any logo added:

Campaign Receipt:



And the receipt settings is:



Here is the Default receipt:


.
You may edit and add the logo to the same receipt or assign any other receipt to the respective Campaign.

Hope that answers your question. Please check and let us know if we can be of any further assistance.

[mjokiman]

Hi, I do see what you're pointing at. However, we have an autoresponder created and set up in Salesforce which i thought it's working great. However, how does Connect campaigns know not to use the Connect receipt and instead to use the autoresponder? Where is the setting? I watched Kamran's videos walking through the autoresponder and connect receipt, but I can't find where the set up if i want to choose to use the autoresponder or connect receipt. Thanks!!

[CnP.Support.AM]

Good day @mjokiman

Connect Receipts and Autoresponders operate independently of each other.

It all depends on from where the transaction processed. The above order number in the question has been processed from Connect form. Each of the Campaigns in Connect have their own Receipt settings, where you may set to DO NOT SEND RECEIPT.



Hope that helps.

[mjokiman]

So how should we set the Connect campaign receipt setting to so that the transactions be sent the autoresponder and not Connect receipt? We do not want to send any receipts from Connect, all transactions should be sent the autoresponder.

Thanks,
Monica

[CnP.Support.AM]

Good day @mjokiman

Simply you need to select DO NOT SEND RECEIPT as shown in the above image. Since you are integrated with Salesforce, the transactions will post to your Salesforce instance and if condition satisfies the autoresponder will be sent.

Hope that answers your question.

[mjokiman]

Another question, I guess I'm still a bit confused about how the autoresponder works.... Currently we only have 1 autoresponder template, so pretty simple. However, if we want to create another template, and have that 2nd template to be used with a certain Connect campaign, how/where do I specify to use this 2nd template, and not the 1st template? Thanks.

[CnP.Support]

Good day mjokiman

It is all really easy.. each Autoresponder is set with conditions. If the condition(s) are met then it goes out.

You may set it up based on SKU and if the item's SKU matches then it is sent. It really is all about matching conditions. Hope you see the point as shown in the picture:

Help article: https://support.clickandpledge.com/s...-autoresponder

[mjokiman]

Hi, can you please let me know why I'm not getting the internal receipt for these orders: 36448-1801231612046008917 and 36448-1801241157212872734 ? Looks like they're getting the autoresponder, and I'm usually the one in the organization that gets a copy of the internal receipt, but I noticed that i'm not getting all of them anymore.

[CnP.Support.AM]

Good day @mjokiman

It is because you have set to "NONE - DO NOT SEND NOTIFICATION" for internal notifications. Please see:



In order to get the internal notification, you will need to select any template and enter the email addresses to which you would like to send the notifications.

Hope that helps.

[mjokiman]

For these ones 36448-180125075135276 36448-180125075132386 I am getting the internal receipt. I understand that they're recurring donations and most likely we processed them through virtual terminal. Where's the set up for the internal receipt for the ones that are processed through virtual terminal?

[mjokiman]

for this one i didn't get the internal receipt...36448-1801260744018556100

[CnP.Support.AM]

Good day @mjokiman

Please note that if you have defined your email for internal notification at the time of initial setup of the recurring, it will send the receipt until the goal has been reached (end of the recurring).

However, you may set to receive internal notification for all of the transactions through your account (which includes VT) by listing your email under Internal notification list of the patron:



To get a notification to a specific email for VT transactions, you may list that email in VT Settings under internal notification:



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

[mjokiman]

Hi, sorry to keep asking questions. We are working with a direct marketing agency that's working with us and they create the donation forms. Lately, they're testing new donation forms and although they said that they didn't change any of the receipt/auto settings, I'm not getting them like I used to.......

I've been getting everything fine since we installed Click and Pledge in May 2017 and just recently, the last month or so it hasn't been the same.
When I tried to add my email address for the internal notification, I have to add the Subject line. When I used to get the internal receipts, the subject line would be: Receipt [25.00]By: Donor First Name Last Name[donor email]. I don't see where I can set it up that way?

Thanks

[CnP.Support.MA]

Good day mjokiman :

You can set this at Connect: Launcher > Settings > Receipt > Receipt Settings



Looking forward to hearing back from you.