Have you experienced a donor not receiving their confirmation email? Perhaps the original message bounced or was accidentally deleted. This guide shows you how to easily resend the confirmation via OnlineFundraising.
If the donor reaches out themselves and requests a receipt to be resent, you can look them up under Transactional > Contacts and then follow the process from step 5.
Preventing Errors
We recommend regularly checking for bounced emails and correcting as many as possible. Common mistakes include email addresses ending in @gnail.com instead of @gmail.com.
Find and Correct Failed Addresses via Communication
To locate failed addresses, you can review all communications or focus on a single one. In any case, the process starts with Communication.
1. Open Communication
- Go to the Communication section in OnlineFundraising’s main menu.
- Open one of your communications, e.g., Standard.
- Click on Email History to view past communications, such as Single Payment Complete.
Here, you can choose to focus on failed emails from a single type of communication or review multiple mailings simultaneously.
2. Filter Failed Emails
For this example, we’ll look at all bounced receipt emails for one-time donations:
- Select Single Payment Complete.
- Set Status to Bounced.
- Choose Any communication collection to filter across all communications. If you only want to see failed emails for one communication, select it here.
By selecting Status before viewing all communications, you reduce the amount of data that needs to load, making the process faster and more efficient.
| Be patient while the page loads, as there may be a large amount of data to retrieve and display. |
3. View Error Causes
You will now see the full list of all failed emails within the chosen filter (e.g., receipts for one-time donations across all communications).
Click on the recipient’s address from the list of bounced emails to view the reason for the error.
Correct the Donor’s Email Address and Resend the Receipt
4. Find the Donor’s Payment
- Click on the recipient’s address from the list of bounced emails.
- Click on See Payment to view the payment details.
5. Edit Contact Information
The payment details, including the payer’s data, will be displayed.
- Click on Open next to the contact information.
- Then click on Edit next to the contact information.
- A new window will display the donor’s contact information.
- Correct the email address and click Save changes.
6. Resend the Receipt
- Click on Go back at the top of the window to return to the payment for which you need to resend the receipt.
If you have searched for the person via Transactions > Contacts because the donor contacted you directly, click on the payment for which they want a new receipt sent.
- Finally, click on Resend receipt, which will now be sent to the updated address.