New glitch/issue - receipting split gifts

JoAnn Strommen

Our process has worked fine until recently. We have had two instances reported back to us where Amount 1 has been listed as going to Fund 2 and Amount 2 has been listed as going to Fund 1.

It has happened on two different receipt letters. We will be doing some testing today to see if we can recreate the problem and then recreating receipt merge documents.

I have looked at the merge docs and the fields view as correct: amount 1 - fund 1; amount 2 - fund 2, etc. We are doing one export of gifts to be receipted and using this csv to merge into several separate Word merge docs.

Not sure what's happening. Has anyone else experienced this? If so, did recreating merge docs fix the issue?

Alex Wong

@JoAnn Strommen
We haven't use mail merge for a while now, so i'm not sure if something glitchy is going on with Word. But I tends to doubt it is on Word.

With the “mix” up of fund and amount, is it happening everytime? or just that 1 time? Also with the fund amount mix up, did you confirm the csv/excel data source is correct?

JoAnn Strommen

@Alex Wong The instances we know of were two different weeks, two different letters.

Can't tell you if it's happening every time at this point. Will have the person who's generating them go back and look for split gifts and pull up copy of receipt to check.

And, the export overwrites previous csv file so not available either. (Makes it much easier than search/link every time.)

JoAnn Strommen

@JoAnn Strommen Had a split gift of stock processed today. The letter generated with amounts and funds crossed. We have the csv file to look at this time and the data is pulled out of RE incorrectly. The split is correct on the gift record. Looks like chat with support…?

Alex Wong

@JoAnn Strommen
hmm.. that is interesting, is it only stock situation then? I'm going to assume you are using Export module to export the gifts and exporting “2" sets of split data? I can give it a test on my test environment too. What exactly is the gift type? (i.e. stock/property, stock/property (sold), pre-stock/property?)

Justin Traxler

@JoAnn Strommen
We ran into this very recently when running our receipts, too. It appears related to this knowledge base article:

https://kb.blackbaud.com/knowledgebase/articles/Article/202486

It's specifically for the files produced out of the Mail module in database view, including receipts and donor acknowledgement letters.

All we currently do is watch for it since our number of receipts and letters with different split fund amounts is too infrequent to completely change our processes for what appears to be a recently introduced bug.

JoAnn Strommen

@Justin Traxler Thank you for the kb article. Doesn't make me too happy that it's a known issue but not resolved.

Heads up to others running receipts for split gifts in Mail - check your receipts. This was a new problem for us.

Christine Robertson 4

@JoAnn Strommen Are you still seeing this? I think I've encountered something similar using the Receipts function in Mail. Wondered if your issue resolved or if you found a solid workaround.

JoAnn Strommen

@Christine Robertson Staff member says it's happening every once in a while. Per support, it's a known issue and we are to just deal with and proof carefully.

Christine Robertson 4

@JoAnn Strommen Thanks for confirming. I don't imagine we will see a fix all things considered…