Autoresponder Not Re-Sending

[kwclick5]

We have some custom automation that temporarily caused a few autoresponders (from Salesforce) not to be sent for donations. I was going through and manually re-sending those autoresponders (after fixing the automation issue), but one donation doesn't seem to trigger any autoresponder, even though it should.

The order number is 60820-220105091033900.

This is the autoresponder I was expecting would send for this donation: https://disf2--cnp-paas.visualforce....1r6g000000ZBke.

I've granted login access for 1 week and our Salesforce org ID is 00D6g0000023NkX.

[kwclick5]

We ended up just sending a PDF receipt to this particular donor (so we don't need to resend the email), but I would be curious to know if you can shed some light on why it didn't re-send (or at least didn't seem to re-send).

[CnP.Support.AM]

Good day @kwclick5

Sure, there are so many responders, would you please share the responder name you are expecting to fire because the link which you provided didn't take to the responder page you are referring to?

Looking forward to hearing back from you.

[kwclick5]

Oh, sorry! I thought the url had the responder specific ID, but it looks like it's just the id for the whole autoresponder tab in Settings.

The autoresponder I expected to fire was Receipt - Generic No Premium - Recurring.

[CnP.Support.AM]

Good day @kwclick5

We reviewed and noticed that the order number which you are referring to is not a recurring transaction, it is a Future date one-time transaction but the responder which you are referring to is for Recurring transactions.

Please see:



You will need to create a new responder with the Future Transaction (excluding the Recurring) in order to fire the responder for the future date one-time transactions.

Please check and let us know if we can be of any further assistance.

[kwclick5]

Unless something has changed recently, autoresponders marked as Recurring (but not Future) do work for Future Date One-Time transactions (because they are really a recurring gift underneath). I tested it when we started using future gifts and when I look at other future one-time gifts, they seem to have received the correct autoresponder.

For example, if you refer to Order Number 60820-211226101504537, it is a one-time recurring gift and that autoresponder that I was referring to did get sent to the person: https://disf2.my.salesforce.com/a1C6g000002dhNU (Log-004765)

Now, I suppose it's possible that there are different rules for re-sending autoresponders vs. the automatic batch when the one-time future transactions are run, but that would be extremely confusing if so.

[CnP.Support.AM]

I am sure that there are no different rules. However, I will discuss this with our team and get back to you shortly.

[CnP.Support.AM]

Good day @kwclick5

Sorry for the delay. We have identified the issue and will be addressed hopefully by Today. There is a recurring node that should pass the periodicity value "none" in case of future date one-time transaction but instead, it is passing periodicity as Weekly which is why the recurring responder fired in your given example order number: 60820-211226101504537

In your case, the expected behavior is to not fire the recurring responder for the future date one-time transaction. You will need to create a separate responder for future date one-time transactions.

Sorry for the inconvenience.

[kwclick5]

Thanks for the update. Can you post here when the behavior has changed, so that I know when I need to activate the new autoresponder(s)?

And to clarify - normal one time gifts shouldn't have the recurring or future date box checked, normal recurring and future date recurring gifts will send if just recurring is checked (not future date), and for future date one time gifts, recurring should not be checked, but future date should be checked.

Is my understanding of the logic correct? Thanks!

[CnP.Support.AM]

Good day @kwclick5

Yes, you are correct.

I will update this post as soon as it is addressed.

[CnP.Support.AM]

Good day @kwclick5

We have addressed the issue.

Please check and let us know if you find any issues.

[kwclick5]

Okay, thanks. I'll test it out and let you know if I find any problems.

[kwclick5]

Well, unfortunately, now the Resend Autoresponder button doesn't seem to work for recurring gifts (future date or normal) and future date one-time gifts. The receipt sends when the transaction is created, but if I click resend no autoresponder log detail object is created. I'm going to try and join live support today, but I'll post the information here as well.

This order 60820-220112125731564 was created 1/12 and the receipt was sent then. I also resent the autoresponder on 1/19 with no problems. Now if I click Resend, no autoresponder log detail is created. I am expecting the Receipt - Generic No Premium - Recurring receipt to send. This was a normal recurring gift (not future date).

Yesterday, I set up a future date recurring gift for myself to run today. When it ran this morning, I got the Receipt - Generic No Premium - Recurring autoresponder as I expected. However, if I click resend it doesn't send the autoresponder again. 60820-220125090456298. I also tried a test responder with future date and recurring checked (Test Future Date Recurring), but that didn't work either - it's inactive now, but it was active when I tested.

I also did a future date one time gift yesterday to run today: 60820-2201241642281541048. I didn't get a receipt when I ran, but I think that's because of another criteria problem I identified on my end. I fixed the issue in the autoresponder and attempted to resend, but nothing happened. The autoresponder I expected to get was Receipt - Generic No Premium - Future Date (again it's inactive now, but it was active when I was testing).

I did also resend an autoresponder for a normal one-time gift and that seemed to work fine, so I guess that functionality isn't affected.

[CnP.Support.AM]

Good day @kwclick5

We are reviewing your case and will get back to you shortly.

[kwclick5]

Thanks! FYI - I need to refund the orders 60820-2201241642281541048 and 60820-220125090456298, so I'm going to do that now. I don't recall if any of the test autoresponders had a payment amount criteria (above 0), but just know that the orders did have a payment amount above 0 when I tried to resend them. They won't after I refund them of course.