Receipt not sending to registrant

[Allison]

I've just opened a new event labeled 2021 Conference Registration and I when I tested it, I received my test receipts. Now that it is open the receipts are not sending to registrants. My internal team is getting the receipt copies. I just registered myself twice thinking it might be their email servers but I have not received either receipt to my email.

I've given you access to our account and the org ID is 00DG0000000h7RM.

[CnP.Support.AM]

Good day @Allison

We reviewed and our records show that the receipt has been sent/delivered to all of the emails. Probably they are getting flagged as spam because the FROM: is [email protected] and your SPF record does NOT include clickandpledge.cc

Please refer to paragraph 4 of the following KB article: https://support.clickandpledge.com/s...ceipt-delivery

[kcampbell]

Hi, our donors aren't receiving their receipts upon making a donation specifically on our campaigns related to membership. Please advise. I've reviewed the link following but still at a miss.

I've given you access for one week under Org ID 00D4P0000010hPG.

[CnP.Support.AM]

Good day @kcampbell

Would you please share the order numbers so that we can review them?

[kcampbell]

Hello. Yes, here are a handful that I know of.

60278-2106261320579920738
60278-2106261200307415819
60278-2106221249266638928
60278-2106280954421820643
60278-2106221212129341079
60278-2106231042040660762

[CnP.LiveSupport.AB]

Hi kcampbell,

When you say that the donors are not receiving the receipts, do you say that because the donors reported they had not received the receipts, or because you did not receive the notification emails?

[kcampbell]

Donors are not receiving receipts. We receive notification emails.

[CnP.LiveSupport.AB]

kcampbell ,

I am putting in a request to confirm the receipts for those orders were sent; however, I did notice in your settings that you are using the same email for the "From:" address as one of the ones you are using for the Internal Notifications (essentially a "To:" address in the form of a CC: ) Our Best Practices to Ensure Email Receipt Delivery article recommends to avoid this - mail servers will see this as a red flag for spam.

I recommend that you use another generic address as your "From:" address, so you can continue to receive the internal notifications.

[kcampbell]

Thank you. I did have another email address listed prior that I changed recently. I've adjusted but now the from and reply to are the same.

[CnP.LiveSupport.AB]

Here are the results we found when tracking down the emails relating to the orders you listed:

60278-2106261320579920738	Failed DMARC - brit.org does not include: _custspf.clickandpledge.cc in SPF record
60278-2106261200307415819	"Message not accepted for policy reasons. See https://postmaster.verizonmedia.com/error-codes"
60278-2106221249266638928	no record - possibly too long since it was attempted
60278-2106280954421820643	Failed DMARC - brit.org does not include: _custspf.clickandpledge.cc in SPF record
60278-2106221212129341079	no record - possibly too long since it was attempted

If you provide the Best Practices to Ensure Email Receipt Delivery article to whomever manages your email server, they can add an "SPF" record to your mail server that authorizes C&P to send email on your behalf. That will correct the DMARC failures.

The others may be resolved by the change you made to the email address. Using the same email for "Reply To: " that you do for the "From: " is not as likely to cause an issue - that would be the default behavior you would expect anyway. It's more of a spam flag if the "From: " address is the same as the Internal Notifications - since this can function as a "CC: ", essentially sending from and to the same email.

But getting the SPF record set up correctly is the most important step to smooth things out.