Sorry I couldn’t attend the call; I had an appointment! I'll make sure to attend the next one.

Thank you so much!
I see what's causing the increase in exception data—the 'mark non-dupe' action when an anonymous entry appears next to a legitimate donor's name. I'm wondering if we could send all 'anonymous' CIDs somewhere to prevent this from happening. Would something like that be possible?

@Eileenmcnaughton, is there a way to pull a list of CIDs included in the 'exception' list? I'd like to investigate who is marking them as such and improve this workflow.

I'm happy to confirm that we can see the activities for the CIDs shared here. Thanks a million, @Eileenmcnaughton, for the speedy fix!

Quick update: This issue is still ongoing. The Admin team is manually entering the state after completing the merges, which is extremely time-consuming.

Here's another CID 67344496, displaying the same issue.

I have two tickets from Iceland who ran into the same issue and weren’t able to donate.

@Eileenmcnaughton Would you be able to share details about this send, such as the estimated volume, the send rate per hour, and the estimated duration so I can share it with my team? Thanks in advance!

Ok to close this ticket and the entire list will be done by tomorrow. Thanks again, @Eileenmcnaughton!

@XenoRyet Thanks a million!

Donors who were snoozed in Civi until December 31st after receiving RML #1 were unexpectedly re-enrolled into the RML program, causing them to receive RML #2 between December 31st and January 1st. This included donors who made contributions in December, as well as checks from donors who haven't yet been merged or cashed. We’ve received over 30 donor complaints, and here are a few examples: 66005523, 57561622, and 65336723.

@AKanji-WMF, our current high queue is heavily recurring donor-related (over 1.5k tickets). It would be really helpful to give ourselves more time to tackle the backlog before sending the EOY Thank You emails. Would it be possible to adjust the send date to January 13th?
If we send receipts before donors hear back from us, it will cause additional follow-ups—something we’d all like to avoid given how busy things are. Moving the send date would give us a chance to clear the backlog and still leave us three full weeks to manage responses before maintenance week.
The email template is ready. Could these two phabs https://phabricator.wikimedia.org/T379751
https://phabricator.wikimedia.org/T380403 use a bit more time as well?
Let me know if this is doable and if there's anyone else I should tag. Tysm!

Can we send the recurring receipts to the affected donors in January instead of immediately after resolving the issue? Since they have already received PayPal's confirmation, sending a thank-you email now will confuse and make donors think they signed up for a duplicate recurring donation. Thanks, team.

@TomaszGorski, thanks for the simplified solution. I agree with the changes you proposed.
Thank you all for your collaboration on improving the TY letters and enabling summary sending, which will greatly streamline the TY summary process for the DR team!

CID 66359626 is another record that Adri found through Zendesk with a PayPal recurring donation, no email, and no information on the recurring tab. She’ll hold off merging it with CID 66263795 for now (unless it’s okay to do so). Ty!

We'll schedule a call to discuss this phab since we didn’t have this issue last year!

We plan on scheduling a call to discuss this phab since this issue didn’t occur last year.

Thanks for sharing the documentation about the re-sign up, @bsisolak. We’ll use this Phab to address the issues with API logs and the syncing problem between Civi and Acoustic.

@Eileenmcnaughton, do you need more CIDs or do the ones here suffice?

It makes sense, thanks @Eileenmcnaughton! I'll create a separate phab so we can keep this one focused on the snooze failure issue.

@Eileenmcnaughton, Kris shared the following --> We have a case here of someone lifting their own snooze and entering an entirely new track. The mailing events of https://civicrm.wikimedia.org/civicrm/contact/view?reset=1&cid=65539068 tell the story:

CID 65539068, snoozed on 2024-10-29 after RML1. Received RML2 on 2024-12-03

@AKanji-WMF Sure thing and here's the Asana task with the dates: https://app.asana.com/0/1125967519298615/1208811147527782 --> Jan 6, 2025

CID 65884381 snoozed on 11/20, received another RML on 11/27
Civi:

CID 54625032 was snoozed on 10/2 and received another email on 11/25. The Acoustic log doesn't show CID as snoozed and shows instead that the donor signed for the RML on 11/24.

Second Note: The translations provided above correspond to the language for the "on-demand" summary, which includes the in-between dates. Translations for the (EOY) email receipt are provided by Cami and her team.

Here's another CID 28788259, that was snoozed in Civi on 10/16 and got email #3 on 11/20!
Civi log:

2024 (EOY) email receipt related phabs:

Production and approvals should be completed by December 5th, here's the Asana task. Can the sends be scheduled between January 6th and January 8th, after the Christmas break ends on December 2nd? This way, Thursday and Friday can be used as wrap-up days!

@NNgu-WMF do you know where the API log for a CID can be found?

Adding another, donor from CID 65632796 who was snoozed in Civi on 11/6 and got another RML on 11/18.
Civi log:

Adding one more—CID 65422757. As you can see below, Civi shows the snooze action was taken on Oct 29th, but Acoustic doesn’t reflect this. As a result, the donor received another RML. Ps- I'll snooze the CID again as soon as this update goes through, hoping it sticks.
Civi log:

@bsisolak This is what I see on our end for CID 64598559:

Hi, @Eileenmcnaughton, the PDF request is from the DR for on-demand-only donor requests.
Let me know if you have any other questions!

Thanks, @Eileenmcnaughton!
@CDenes_WMF, the DR would be happy to help with PT, SP, JP, FR, DE, and IT translations.

Thank you so much, @Ejegg!

2. CID 64598559 I think you might have entered an incorrect number for this CID—it actually shows as snoozed in both Civi and Acoustic on Oct 9th (right after RML1 on Oct 8th) and got RML2 on Oct 21st (my bad, I had written Oct 20th before)

Civi:

Here's another case: CID 37535566 (ticket 1566174), with no dupes, was snoozed in September until 12/31 but received RML 2 yesterday, Oct 28th.

What about this (103 characters): Please note that the canceled recurring donation was inactive; no active recurring donations have been canceled.

Sharing another case: CID 64598559 (ticket 1557912) with no dupes, was snoozed after the initial message on 10/9, and he has a snooze date until 12/31/24 showing in both Civi and Acoustic, however, RML2 was sent to the same address on 10/20.

@Ejegg Here’s a message that should help prevent confusion among donors, especially since some from the 1969 list have active PayPal recurring donations:

@Ejegg thanks for the nudge! The cancellation date will only be reflected/affect the 1969 dates correct? If so there's no need to wait for anything.

@Ejegg I'm not sure what happened but it looks like the 'snooze date' is back on the summary page, hooray!

Thanks, @Eileenmcnaughton!

@MDemosWMF the admin team can support this group dedupe, how often do imports happen?

@Eileenmcnaughton, I’m tagging you because I briefly mentioned this pop-up during our call earlier. Ty!

Here's another set of CIDs from the same donor that fits this scenario:

Adding another transaction from Adyen that didn’t reach Civi!
CID 56091122
Adyen ref# 206647813.1
ZD ticket# 1532137 (France)
Donation made and captured on July 5th, 2024

@Dwisehaupt, I hope I added everything needed here for this certificate. Let me know if you need anything else, thank you!

Regarding the questions, "Will more tags be created?" and "Who will create them on the Civi and Acoustic sides" — these tags are campaign-based, and I’ve already created the ones for the current and future planned campaigns. I’m also happy to take responsibility for the Civi side if more tags are needed (creation, documentation, and communication across teams).
Here's the call transcript.

@Eileenmcnaughton, Katers had a call with Natalie, Panos, and me where she explained to them what’s needed on the acoustic side.

@Damilare Amber shared that donors are pouring in Zendesk asking why their donations were refunded when they were intentional! I'm not sure if the entire list has already been refunded or not, but sharing it here anyway!

@MDemosWMF All duplicate records with mailing address conflicts from your 'Engage' group have been successfully deduped by Poliane. I hope this helps your team!

@Eileenmcnaughton and @MDemosWMF I reviewed the Engage group, and we can certainly assist by deduping records using the first+last name and address rule, as this appears to be the primary cause of many duplicates.

New phab filed to cancel failed PP recurring donations: https://phabricator.wikimedia.org/T373947

Thank you so much, @Eileenmcnaughton! We're already seeing improvement in pulling data - 5K + from different states in the US alone 🙌
Could you clarify if the index you mentioned means we can try to pull more than 5K matches for a single query?

Related to phab https://phabricator.wikimedia.org/T273991 (in case anyone wants to merge the tickets)

@AKanji-WMF I'm happy to report that this issue has been solved!

Thank you, @Cstone

@Ejegg, thanks for looking into this! I can confirm that it is beneficial for DR to have Civi automatically cancel recurring donations after Adyen gives up on the Autorescue. Additionally, could you please provide the number of donations that received the extra charge? It would be helpful to understand the scope so our team can proactively manage any potential batch issues. Thank you!

Thanks, @Ejegg and @KHaggard for sharing the additional context! We can definitely skip this request (close the ticket).