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Deduped contacts - still receiving emails at old address, Email 3 not showing up in Activity
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Description

Donor Relations flagged two CIDs that should not have received email #3 since they were deduped after email #2. One key issue is that the email #3 email doesn’t appear in the mailing event records under their current CID, even though the donor responded to it. Can someone please look into this?

ZD 1681509 / CID 26416503
Donated on May 19
Contact merge occurred on May 20
Email 3 received on May 21 at the old email address
Email 3 is not showing in mailing events, yet the donor replied to it

ZD 1681580 / CID 42510970
Donated on May 7
Contact merged on the same day
Email 2 was sent on May 14, and Email 3 on May 21 — both to the old email
Donor has another CID (20534282) with the same old email, but no recent activity

Event Timeline

NNgu-WMF renamed this task from Deduped contacts - still receiving emails at old address to Deduped contacts - still receiving emails at old address, Email 3 not showing up in Activity.May 23 2025, 5:29 PM

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AKanji-WMF triaged this task as Medium priority.May 27 2025, 7:59 PM
AKanji-WMF moved this task from Triage to Chaos Crew Backlog on the Fundraising-Backlog board.
AKanji-WMF subscribed.

@Eileenmcnaughton I'm moving this to chaos for now, let me know if it's more visible for you in an upcoming sprint.

New one: ZD 1680574 / CID 67772754
Donated on May 14
Contact merged on the 14th and again on May 26th
Email 2 was sent on May 20th
New oddity: Email 2 is not appearing in the mailing events, and additionally, it used the incorrect donor name, even though Seilo had already corrected it, per donor request, on May 14th.

AKanji-WMF raised the priority of this task from Medium to High.Jun 13 2025, 6:43 PM
Lars moved this task from In Progress to Done on the Fundraising Tech - Chaos Crew board.
Lars added subscribers: Cstone, Lars.

From what I can tell here, all three examples are contacts that were merged multiple times and had two contacts at the time they received the emails of concern.

Part of the issue here is that there is small bug that can result in Mailing Events being recorded on deleted contacts after a merge, see T404404.

@SHust it looks like your case in the May 29 comment is a case of multiple duplicates. Email 2 was presumably sent to CID 34989476 which had the same email and presumably the old name. That CID was only deduped into the current contact about 10 days after the mailing had been sent.

@NNgu-WMF For CID 42510970, it looks like the most likely explanation here is that Email 2 and Email 3 were sent to CID 20534282. Then the question is why those Mailing Events weren't visible on that contact at the time. Unfortunately, I don't think we have logs that are detailed enough to answer that question now that the contacts have been deduped - but we can certainly look at it again if it comes up with another contact.

For CID 26416503, their deduped deleted contact CID 63985888 has the Email 3 Mailing Events. This is because of the bug mentioned above.

So I think since these are all cases of duplicate contacts being sent the emails that resolves the issue as well as we can.

Understood, thank you for digging into this Lars!

XenoRyet set Final Story Points to 2.