Emailing receipts out of mail - Not working!

Rachel Parker

I use the same query to send both snail mail and email receipts out of Mail. But my email receipts are no longer sending. The mail receipts work perfectly, but as soon as I click the button to "send eReceipts", they do not send (I can do the exact same group of receipts - the Word document creates if I do not select "send email receipts" - but will not create if I select to "email receipts" . They just "hang" for hours, eventually RE shuts down.  I can send 1 email receipt. I cannot send 12 of them. I now have over 1100 email receipts to send from July alone. 

Is anyone else having this issue?

JoAnn Strommen

I don't use the Mail ereceipts option at this time, but the first question that comes to mind is if you are running paper receipts are the gift records getting marked as receipted? If they are marked as receipted even if you don't get a paper copy in your file, could that prevent the ereceipt from generating? Check the gift record itself to see receipt status. (I had 'invisible' receipts generated when records were marked for consolidated receipt in a conditional merge - no receipt to print, receipt # used, and records were marked as receipted.) It will stop a second paper receipt with a pop up saying no records match. I know there were issues with 7.94 and pop ups when previewing/receipting. it was addressed in a patch.


Not sure what you mean by "I can send 1...cannot send 12..." If you have 1100 receipts RE is trying to generate at once I can see why it might hang.  Can you create a gift query with just a few records to see if those will generate?


Just a few thoughts...

 

Jen Claudy

I would definitely try using a Query with just a handful of those 1100 eReceipts and see if it still hangs...unless you've done this and that's what you mean by being able to send 1 and not 12.


If that doesn't work, you might have better luck with BB Support.  They can set up a screenshare and do better troubleshooting with you that way.

Rachel Parker

JoAnn Strommen:

I don't use the Mail ereceipts option at this time, but the first question that comes to mind is if you are running paper receipts are the gift records getting marked as receipted? If they are marked as receipted even if you don't get a paper copy in your file, could that prevent the ereceipt from generating? Check the gift record itself to see receipt status. (I had 'invisible' receipts generated when records were marked for consolidated receipt in a conditional merge - no receipt to print, receipt # used, and records were marked as receipted.) It will stop a second paper receipt with a pop up saying no records match. I know there were issues with 7.94 and pop ups when previewing/receipting. it was addressed in a patch.


Not sure what you mean by "I can send 1...cannot send 12..." If you have 1100 receipts RE is trying to generate at once I can see why it might hang.  Can you create a gift query with just a few records to see if those will generate?


Just a few thoughts...

 

Thank you for your thoughts! The frustrating thing was that I could send an individual receipt, but not a batch of any size (12 for example). RE support has had my case since July 25th. They have finally told me they think it is an issue with the Patch 5 update from July 20th. I have had to recreate everything and completely strip it down - remove my header and footer so no RE merge fields in them. Remove all conditional merges (we used multiple letters). I am finally able to send these eReceipts tonight. But it has been a very long several weeks. Wondering if anyone else is finding the same problem.

How do you send your eReceipts if you do not use Mail?

Catherine Burns

Thank you for your thoughts! The frustrating thing was that I could send an individual receipt, but not a batch of any size (12 for example). RE support has had my case since July 25th. They have finally told me they think it is an issue with the Patch 5 update from July 20th. I have had to recreate everything and completely strip it down - remove my header and footer so no RE merge fields in them. Remove all conditional merges (we used multiple letters). I am finally able to send these eReceipts tonight. But it has been a very long several weeks. Wondering if anyone else is finding the same problem.

How do you send your eReceipts if you do not use Mail?

You could export the data from Mail as a csv data source, recreate the Word template as a stand alone word document and then do a Word to email merge. We send recurring gift acknowledgement letters this way. We use Outlook so need to first open the Outlook account we want to use as the "From address" for the emails.


Sending 1100 this way would be no problem. I have sent ten's of thousands in previous jobs, broken into blocks of 5000 or so. However, if you wanted to use conditional merges with multiple letters it would take a lot of work to set up. I used to do conditional merges from Word in the old days of RE6 and remember it is too easy to make mistake with the a syntax. Depending on how many letter options there are you could break the data into batches for each letter template or simplify the templates and customise with if,then else statements. 

Michelle Collins 2

Rachel Parker:

I use the same query to send both snail mail and email receipts out of Mail. But my email receipts are no longer sending. The mail receipts work perfectly, but as soon as I click the button to "send eReceipts", they do not send (I can do the exact same group of receipts - the Word document creates if I do not select "send email receipts" - but will not create if I select to "email receipts" . They just "hang" for hours, eventually RE shuts down.  I can send 1 email receipt. I cannot send 12 of them. I now have over 1100 email receipts to send from July alone. 

Is anyone else having this issue?

 

I've been having an issue with eReceipts as well. When I contacted support about this I was told that it was the order of my acknowledgement letters that was causing the problem, even though this had never been an issue since I started sending eReceipts in January. Despite rearranging the letter order I still have problems and have stopped using the function. I'd rather send snail mail and be certain that I had produced the receipt then spend the time recreating and sending possible duplicates. During my several calls and emails with support there was never any mention of a patch issue.

Rella Margolis

How do you use the same Query for snail mail and eReceipts?