Uptick in donors not getting automated receipts from OnlineExpress

Rose Dixon 3

Hi all, is anyone having increased incidents of donors contacting you saying they never got their receipt after making a gift? 

Austen Brown

Yes, we have gotten a lot of constituents reaching out and saying that they have not received confirmation emails for their event purchases/donations to our organization.  In conjunction with this we have also found that our open rate for emails sent through Email Marketing has gone down significantly.  I believe that this due to more restrictive standard put in place by email providers recently, and emails are going to spam instead of inboxes. 


There are some ways to help prevent this, or reverse the issue. We are considering making the confirmation page a receipt, by adding the transaction information to it and recommending that people print the page for their record.  Alternatively, you could reach out to BB Support and talk to them about your issues with email deliverability. They may have a few additional recommendations.