Thanks @Cstone for that list, and @Lars for confirming some only have one or the other. I think so long as we have a name, it doesn't matter which.

@Lars RML donors should all have a name attached once they have completed a donation. If they are just leads (ie signed up and received the emails, but have yet to complete a donation) we likely only have email address on file for them. I can't see any results for that link you shared, but if you can find any RMLs who have donated and don't have a name, I'd be curious to see them.

Thinking about this task and others one about contributions missing PII (https://phabricator.wikimedia.org/T411811 as a recent example), is there any way to make an alert in Civi if donations come in without basic info that every donation should have, like name, email, country, amount, currency?

Thanks for that extra context @Lars .

Thanks @Lars - can you confirm what the source of the missing data is? I wasn't clear from your comment on 10th Nov - are donors actually also using this link potentially? Thanks for clarifying.

I think mid-late March feels realistic - generally we won't have the translations done before then. We first do the English-language messaging updates, generally in February once we're over the end of year hump, and then send the new versions for translation March onwards, but @SBorriello can likely confirm better than me, as he manages that process.

Everybody on the team has their own workflow, and we encourage to work in the most efficient way at scale (especially this time of year), and have never been told there is a preference to do it a certain way, but I can think of a number of reasons, historically:

@NNgu-WMF can countries update between sends during 6C? I remember we used to not be able to update language for 6C donors mid-campaign as the lists were already cut. Is that still the case, and does the same apply for country? ie. in this case - will the country change be reflected in email 4, or should we snooze them?

Another one: https://wikimedia.zendesk.com/agent/tickets/1772581 / CID 19621344 - this donor clearly unsubscribed themselves, but it's not showing on their record in Civi.

@Lars Does that mean any donor who has unsubscribed themselves using the link (not just now but historically) does not currently show as unsubscribed in Civi? Just to clarify and understand the potential scale of this.

Ditto https://wikimedia.zendesk.com/agent/tickets/1769237 / CID 2289661, which was definitely unsubscribed on Wednesday. It doesn't show as such in Civi.

I think I have another one:

@Lars looping in @KHill-WMF as we have been discussing this logic for donor portal and want to ensure parity with there. I think Kevin has documented what we landed on in terms of logic for next transaction date.

Hi @jgleeson - I wanted to flag that @EBrill-WMF shared there has been a notable spike in donors reporting this issue today after the UK fundraising email deployed. Are you seeing the same thing?

No, the issue has always been RML and snooze. Donors who have been snoozed will receive RML if they sign up to receive them. Which sounds logical, but if they have already engaged and said 'not this year', they don't know that signing up means an automated 3-email campaign, starting 48 hours later. They believe they already told us 'not this year' so later means much later.

Sure thing. Re-resolving this one then.

Is this related in any way @Cstone ? Just noting this other phab is also about native flow in the app and lack of ISO code: https://phabricator.wikimedia.org/T407856

Reopening this task and adding new folks (@Lars) as this issue is back again.

Sounds good, ty!

@Lars just flagging that if the button is only for email, we need to relabel the button, as donors would expect 'unsubscribe from everything' to be all channels (which would track into a 'do not contact' field in Civi).

Nice job @jgleeson !!!

@jgleeson This may be anecdotal, but @KHancock99 had a look at some of these and noticed that all of these donors donated successfully last year when we were via Adyen direct. Is it possible this is somehow Gravy related?

@MDemosWMF do you have information about the workflow, etc? I'm guessing given this extra prominence we'll start to see tickets and questions, or should we just send them to @RLewis as we currently do with DAF?

@jgleeson Are these subscriptions just failing or actually cancelling? If cancelling, once we've figured this out, could we get a count so we can figure out next steps? Thanks!

Thanks @jgleeson !

Hi Yamini has another recurring one that didn't make it through.

Here is the example we have @Eileenmcnaughton :

@Cstone thanks for the update.

Another one, this time from France:

Thank you for all of this work @Lars and for the preventative action @ppenloglou .

Looks good to me.

I left some comments in the copy doc as it's the first time I'm seeing it. Thanks @MSuijkerbuijk_WMF

Agreed - although I think 'I am supporting other organizations now' could be 'other'.

Example: CID 34214637 (country has already been manually corrected back to Canada by DR)

Should we spot check some of these to ensure none are genuine, intentional email addresses? Sometimes things are marked on hold but donors have reached out to us from those same addresses and it was just a temporary bounce issue with their inbox.

@K3vnhill
Please note that DR can help with copy for these operational emails if it will expedite this. Let me know.

@AStein-WMF Thank you for your work on this!

Do we have the languages split out @SHust ?

I'm wondering if we need to do the follow up with the 6k if they received the automated failed recurring email already, as the presumably would have done when the donation failed and the subscription cancelled. It's not like those that failed and cancelled abruptly - if they went through the system of failing and dropping off the same way as other failed subscriptions do, they already got a notification email from us.

Approved draft of Civimail to those 6k donors is here. We need to confirm which languages we need it in and we can work on internal translations. We may need to decide what to do with those where we don't have the language in-house.

@MSuijkerbuijk_WMF before we retry all of them, let's do a donor experience check.

Thanks for confirming that, @Eileenmcnaughton .

@ppenloglou / @AKanji-WMF can you share the translations on the fr-dr channel? The translations were provided by DR (@TomaszGorski was not involved). Seilo, Adri and Erich can review their languages respectively and we can get them out on Monday.

These seem to be from before the switch @RKumar_WMF - all are from 25th June or early on 26th.

FYI this seems to also be affecting Australia. Yamini has come across 3 3DS AU declines in the past couple of hours in the queue.

Can I confirm if 3DS is standard in Canada? I don't feel like we normally see 3DS rejections from there. Is that part of the Adyen flow?

On the one Kris shared above, there are actually TWO matching donor records that match the email address, one with the full name (as the donor used in Gravy) where the most recent donation was 2023 (CID 17484908, where there were 7 donations), and one with a clipped version of the name, where the only donation was in 2024. When this donation imported into Civi the auto deduper chose to pair the donation that had the full name with the donor record with the incorrect name (shortened), which does not match the name in Gravy.

Reiterating what I put in the task @EMartin - we are fine not to have the email deploy from PayPal - donors who reach out to us get the cancel confirmation from us, and Michael and I couldn't see other instances whereby we would need the email to be sent. If the donor cancels it themselves, they will see the confirmation screen, so the email also felt unnecessary.

They were all responding to a fundraising email when they alerted us - the first to enZAC2425_E1 ; the second to enMYC2425_E2 and the last to enMYC2425_E3 if that helps.

@AKanji-WMF thanks for the update - QQ on this, as if we are able to do it in-house we would like to ensure this is roadmapped in for the APP for next fiscal year if it looks like it's going to be a big job. The current set up is not working at the scale we now need, and as a result we didn't do the translation refresh this fiscal year for external translations as it was too much of a heavy lift.

Oooh interesting, thanks. I'm not sure we need it - the ZD confirmation is likely sufficient, no? If they are in doubt, they can go into their account and will see the subscription is no longer active. We can always monitor and see if there are questions.

Good catch @Pcoombe!
Suggest the same copy as monthly but swapping out 'each month' to 'each year':

+1 - looks great, thanks @jgleeson

This was bugging me and so I did some digging in our campaign reporting, and we used to have super high 3DS failure rates in Sweden with Ingenico, which dropped enormously when we switched to Adyen (358 in FY 2021 vs an average of around 30 per campaign since moving to Adyen).

@jgleeson let me know if we need translations - we can do some of them in house.

Thanks @EMartin - do we need to include Adyen here? If so, we may need to explain who Adyen is on the form otherwise it may raise security concerns.

Closing this out as it is indeed related to the PTR and https://phabricator.wikimedia.org/T394098

This may actually be related to https://phabricator.wikimedia.org/T394098

@Ejegg Can I confirm that we are good to invite donors to retry? Thanks!

Two donors from Spain have also reported this, so the issue seems widespread where there is SEPA.

Hey all, can I get a status check on this issue?

Can I confirm that we are checking that donors have not since successfully retried and we're not capturing duplicates?

Sorry, I don't want to add more reasons. I want to ensure we're accurately tracking if we get more information off the donor. Apologies if that was not understood.

Yes! @jgleeson you've nailed it - that is what donors were saying, the button didn't work when they tried to submit. can we fix, as we have invited a bunch to retry with the correct link from their Civi (assuming that was the issue) and some have then come back saying it still didn't work. I feel we need to fix this as it's counterintuitive not to include the currency prefix if the other amounts listed include it.

Some donors are still running into issues with the 'other' box, but when asked for more information, one got back and told me they retried without the $ sign and it worked.

Thanks, @Eileenmcnaughton - we have pretty good bandwidth right now, so I'm sure could help with the look up on some of these.

I think we should go with more recent, especially now we have the country selector. We should assume the donor is choosing the correct country, even if that means overwriting a full address with just country. Unless we can make the old one 'old' and import the new one as well. So long as we are pulling and referring to the correct (new) one when we code the email, I don't see having both in Civi as being an issue.

Thanks for sharing the list @EMartin

We have two sat in the queue: Moldova and Cambodia. Could we get a fix for them asap so we can close these tickets out?

Just flagging we have a couple of these on hold in the queue - Iceland and Moldova. Thanks!

However we may want to investigate why these are not showing as cancelled in Civi already?