Opening this one back up as we received an inquiry from a donor who got the fail notice for their January donation when it actually succeeded.
Fri, Apr 16
Jan 8 2021
Dec 14 2020
Thank you @jgleeson :)
Dec 13 2020
Yes, we definitely saw donors reporting Amazon issues before that peak on 12/10.
Can I confirm if we have a list of all those who received the email but whose donation didn't actually cancel and is still continuing?
Dec 10 2020
I think we may need to escalate the priority of this bug.
Dec 7 2020
Hi all, just to chime in here, this is actually causing workflow issues for DS.
Nov 16 2020
Oh - and no need to track them. The idea behind these emails is to just keep them donating - if they already realized and set a new one up themselves, then we don't need to reach out.
We would love to skip @jgleeson ! If there is a way to scan and remove those who have an active donation from these automated emails, it would save us a big headache and donor confusion.
Sep 8 2020
You're right @mepps! I just checked out a couple of recent responses to TY emails in Spanish and the unsub page is indeed in English, despite the TY email being in Spanish.
Yes, these are donors who realise their card is going to expire or has been stolen and the donation will fail/cancel, so they create a new one themselves without ever reaching out to us. A scan prior to sending the automated failure message would resolve this.
Sep 7 2020
We had another example of a confused donor:
CID 14238272 / ZD 796016. Donor created a new recurring on 08/31, replacing old donation that processed each month on 5th. When donation failed on 09/05 they received our follow up email, despite the new donation being in place.
Sep 3 2020
@mepps did you notice the first comment about the extra -fr in the URL? We noticed that removing it sends people to the correct language version of the page. Not sure if that helps. If you can access their tickets in Zendesk you can see their actual unique URLs.
Sep 2 2020
@KHaggard thanks for the update. Let me know if you need more examples.
CID 35353995 / donated 08/25 / received email today in French
CID 7748626 / donated 08/28 / received email today in French
CID 16626014 / donated 08/25 / received email today in French
Here's some more from TY emails sent today:
CID 45726420; 7873343; 27105373; 45673086
Aug 19 2020
We are seeing more examples of this with the multilingual bundle, and French campaign, just FYI. A Catalan donor picked up on it:
#783819 / CID 45214430: “A suggestion to improve. In Catalan, as in most Romance languages, decimals are never written with a period, but with a comma. For example: € 2,35 (incorrect € 2.35)."
Aug 13 2020
Is is possible to limit it to two digits after the "." or "," so that punctuation is only used for decimals of the currency and not whole amounts? ie. not used to separate thousands? Or are they standard in some places? Can we see if donors insert these commas or periods regularly for denominations into the thousands?
Jul 28 2020
WE also proactively refunded all these ones that were duplicates. Not sure if more examples are helpful...?
Ingenico order ID:
We have seen more donors reporting this again after today's email send. A handful of donors reached out to us and we refunded duplicates, and a scan of around 8k of the donations threw up 20 or so more duplicate donations. Nowhere near the volume we saw last week, but it feels like something is still amiss:
Jul 24 2020
Jul 21 2020
Not sure if this is related, but as you mentioned DNS, @Ejegg - we may have a screenshot:
#768065 / CID 11090563
Jul 20 2020
We've seen a few more examples of this: #760986; 763345 (among others).
Jul 3 2020
Agreed - this is more a confirmation that the monthly will happen next month, so no tax info. So long any actual donations include it, I think it's not necessary here. Thanks for checking @TSkaff
Jun 24 2020
More examples can be found in #761358 ; #760858 ; and #760710.
May 21 2019
Apr 24 2019
Two more examples, both SE:
Trying to donate via Visa from my IPhone, but when I try to fill in the card number, the "form" disappears.
Feb 8 2019
Thanks @Ejegg! I believe I just successfully cancelled a donation, so think we're all good :) Thank you!
@Ejegg @Eileenmcnaughton I'm not sure if this is deployed yet or not, but today the Contributions tab in a donor record is Civi won't open - no error message, just completely blank. Another agent, Seilo, flagged this to me, and it's the same for me. So at present we can't see any donation records, or the recurring tab to test any fixes. Yesterday we could see the records, but the 'cancel' tab was missing, now we don't have any visibility into contributions.
Feb 7 2019
Sep 12 2018
Aug 17 2018
Aug 16 2018
Thanks for the tips :)
Ha! My bad completely - I was searching GLOBALCOLLECT %. I just tested and those numbers are what I see, so apologies. I was using the wrong gateway. Sorry for the confusion!
Jul 31 2018
We just got another ticket related to this issue: #461176: