@Ejegg this is great!

Awesome - thank you!

Does that mean all civi sends do not go out to on_hold status emails @Ejegg ?

Thanks @Ejegg - it's great to know there isn't an issue. I'm not sure we'll ever get to the bottom of it, but your theory makes sense, about them clicking more than once as they're just not sure if it worked.

Thanks @AKanji-WMF for this task and @MBeat33

@Cstone Amber is out until 5th Feb, but I just checked and the few we have recently settled appear to be in Civi.

Hey - just to flag that these are still coming in (but still from December). I refunded donations today from 12/26 for a donor whose donation had processed 4x. CID 4449193. "My credit card statement tells me that I have made 4 payments to you during the month of December and Paypal have told me to contact you about it. Please do not just refer me back to Paypal as I have already tried to resolve the problem with them. Please could you explain these four payments to me?"

Hey @Cstone I don't, I'm afraid. They are all from December, as it was big fundraising time, and I just didn't have time to look into them before now. If any new ones get flagged by the team, I'll add them.

Thanks for confirming!

Thanks Dami!

Thanks for the update.

@Damilare - are we good to go ahead and re-cancel this recurring donation now?

I think you spoke too soon @Damilare !

FYI We got another one of these today.

Have these refunds processed? In Civi both still show as live, thanks for confirming once they're done! We have a couple of donors waiting. I can refund manually if not, but I think that may lead to duplicate refunds, so I'd prefer to wait for the script.

I just checked and the one mentioned previously - #192862907.1, settled on 09/26 also is not yet in Civi.

Another one too:

Reopening this as we have another one:

Thanks for this, Anil and MB :)

@EMartin @RKumar_WMF - do we have an update on this one? We haven't yet responded to the donor other than to say we're looking into it and it's been a week since we engaged.

Reopening this one as a new example came in.
Can we please push through the transaction @AMJohnson flagged yesterday? Thanks!

Thanks @jgleeson and @Cstone!

Documenting this for posterity, as recommended by @Cstone

Thanks @Cstone for the details - this is really helpful.

Reopening this one - not because there is a further issue, but because a couple of things have come up with the settlements and I wanted some clarity:

We are still seeing these from French donors and it wasn't an issue last year. One yesterday (ZD 1328762 / CID 16391749) sent useful feedback and the URL:

We got some possibly useful feedback from the donor who shared the screenshot (1326556) and it seems the issue is connected with a redirect from the WTG page (translated from French):

Donor CID 59537908 reached out as the recurring they set up on 22nd April failed in May, and June, and they got our automated 'invite to restart' email. They have basically asked if setting it back up will work, as they do want to give 90 INR a month, and DR is unsure what to advise them, as we've been having a hard time following on as to whether this is fixed.

For context: As the email campaign will run for over 90 days this year, we want the option to opt donors out for bespoke amounts of time, to ensure we are at the minimum ensuring they don't hear from us again during the campaign if they have told us already they cannot support this year.

This is now fixed - thank you! Resolving it.

I'll leave this open until we see a few replies from donors for recently deployed emails (may take a few days), just in case anything else is noted, but it sounds like this will be good to resolve once we've spot checked some. Thank you!

Looping in @Pcoombe here. It seems that we should take these off the country drop down if we cannot support them. It feels like the simplest fix in the short term.

Did we throttle the UK send, @nisrael ? Were emails still going out at this time?

@Dwisehaupt I think Salvatore was having some issues finding the attachment. He has pinged you, but I wanted to ensure you saw it as I would love to get him into Civi this side of the weekend if possible.

Hi Lisa,

@Eileenmcnaughton

For context - this donor has two CIDs tied to the same email address, CID 6115350 (correct first name, mirrored in greeting) and CID 51559392 (typo in first name, mirrored in SL of email).

Thanks for the update @jgleeson

Currently if donors select PayPal on the Chinese donation form they see this:

Hi @jgleeson
Can I confirm I am understanding this one correctly: These donations are not successful, yet they are appearing in Civi and TY emails are being sent?
Can we find out the potential scale of this? Is there a way to know how many donors are affected?

Hey @Ejegg - Just a friendly ping on @AMJohnson's question above as donors are waiting on responses. Thanks!

@EMartin / @greg - to clarify that tracking doc Evelyn has shared refers to donors who actually set up recurring donations but did not intend to, and is possibly tied to https://phabricator.wikimedia.org/T313969, not this task.

Just a little update with some of the qualitative feedback we've seen from donors since inviting the ones who had failed since Friday to retry en masse on Weds:

Unfortunately this doesn't seem to be an issue of the past: we've seen donors reporting errors since the email send an hour ago, and 800 declines all Carte Bancaire.

I know for the end of year donations push, we move something back to PT or Hawaiian time so donors donating on 31st Dec from anywhere in the US get their tax receipt with the correct year. @Eileenmcnaughton can likely provide context here.

Just catching up on this - thank you for all of the context.
We will work to refund / cancel duplicates.

If there is no other fix, is there any way we could change the message on the error page so it doesn't invite them to try again?

@TSkaff - confirmed via ZD 1136760 that is what they are seeing.

Reopening this one as we are seeing many more of these come through since launching yesterday. Handful of examples:

Thanks @KHaggard
We have asked for feedback on these and will let you know if donors confirm that to us (as we had the same idea). We have only seen this in Latam, and now 2 years in a row, so something does feel wonky, but as we don't have anything to go on and cannot reproduce, we'll just keep monitoring it for now.