Receipt Issue

Meghan Christiansen
Meghan Christiansen
Ninth Anniversary Kudos 1 Name Dropper Participant
in Blackbaud Luminate Online® & Blackbaud TeamRaiser® Discussions

For over a year now we have had an issue where a few donors complain that they receive the donation autoresponder but the receipt is not attached. We have checked and the receipt is setup properly and the donation campaign is attached. Any tests we do, we get the receipt and can't replicate the issue.

We have a ticket open with Support but unfortunately they said we need to get a donor to download the email and send it back to us to investigate this further and we have not been able to get a donor to do this.

We seem to be getting more complaints about this recently (previously it wasn't many). Our workaround is just to download the receipt in LO and email it to the donor ourselves, but it is a bit of a hassle at this time of the year.

Has anyone else experienced this?

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Comments

  • Miranda Yorke
    Miranda Yorke
    Tenth Anniversary Facilitator 1 Loyalty Badge

    @Meghan Christiansen
    Hi Meghan

    Long time! Hope you're well.

    We have a similar issue, equally frustrating: a handful of donors report their tax receipt is BLANK when they open it. We can't reproduce the issue and like your sitch, the receipt is all set up properly. Support can't help because we can't get a donor to send us the email itself …

    Wish we could help with your issue - good luck!

    Miranda

  • Meghan Christiansen
    Meghan Christiansen
    Ninth Anniversary Kudos 1 Name Dropper Participant

    @Miranda Yorke

    Hi Miranda,

    It has been a while - I hope all is well with you!

    That is an interesting issue as well. I haven't heard of that one on our end, but similar to ours for sure. When you look at their receipt in LO, is it normal?

    Hopefully both our issues get resolved sooner rather than later.

    Cheers,

    Meghan

  • Meghan Christiansen
    Meghan Christiansen
    Ninth Anniversary Kudos 1 Name Dropper Participant

    @Miranda Yorke

    Hi Miranda,

    I was chatting with a colleague today and apparently we are experiencing the same issue as you with some of the fields on the receipt being blank (as well as our other issue). This isn't happening to all donors, but some.

    Next time it happens to a donor, I am going to open a ticket with Support. Let me know if you find out any further information on this issue and I will do the same. My email is mchristiansen@alzon.ca if that is easier to chat about the issue.

    Also, I think I may have noticed a post a few weeks ago on here about another organization with this same issue, but not sure. I am going to dig a bit and see.

    Cheers,

    Meghan

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