What to do if a donor receives a blank e-receipt, or doesn't receive an e-receipt attachment
What causes this?
This issue is a result of the donor's computer blocking the attachment and is not an error with Silent Partner. Unfortunately, because there are so many combinations of virus programs, firewall configurations, and operating systems, and because the issue is with your donor's computer settings, this isn't something the Silent Partner Team can troubleshoot.
This issue is a result of the donor's computer blocking the attachment and is not an error with Silent Partner. Unfortunately, because there are so many combinations of virus programs, firewall configurations, and operating systems, and because the issue is with your donor's computer settings, this isn't something the Silent Partner Team can troubleshoot.
How can I reduce the number of donors who experience this?
To minimize the number of times you experience this, we recommend you include a message in the body of the email that goes out with e-receipts encouraging the donor to ensure their Adobe PDF reader is the most current version, and to look for a small icon at the bottom of the email - this is their receipt. The icon can be quite tiny!
Donors can also try forwarding the e-receipt email to themselves. This is helpful in cases when the donor's email program is blocking attachments from unrecognized senders. If they forward the e-receipt email to themselves, this may allow the attached e-receipt to appear correctly!
What if I need to re-send the donor's e-receipt?
If the donor did not receive their e-receipt, the simplest solution is to go to Silent Partner Cloud, download the PDF of the donor's receipt, and send the donor the receipt from your personal work email address, or print the PDF and mail it depending on the donor's preference.
NOTE it is only appropriate to use this method if you are sure the receipt delivery method failed, and the donor never received their e-receipt!
If the donor has lost their receipt Canada Revenue Agency requires you to issue a replacement receipt. To do this, create the replacement receipt in Silent Partner Desktop, sync to Silent Partner Cloud, Batch the receipt and process it. These articles explain how:
To download the donor's e-receipt, sign in to Silent Partner Cloud and go to Communications > Receipting > Receipt History
Search for the donor or receipt and click the eyeball icon to download the file and view it.
The file appears in your downloads folder. The warning that appears is to ensure that you do not use this method to replace a lost receipt. Once again, if the donor received their receipt and subsequently lost it, follow the steps to reissue a receipt using the links provided earlier in this article.
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