What to do if a donor receives a blank e-receipt, or doesn't receive an e-receipt attachment

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.

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 the bottom left corner, and 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.


    • Related Articles

    • How to find a copy of a receipt you have sent

      Go to Communications > Receipting > Receipt History On the Receipt History page, you can filter to find your receipt by receipt Batch number, receipt number, send date, donor, etc. To filter, click the inverted triangle. Click the grey triangle to ...

    • How to Make a PDF Receipt Template for Sumac

      This article describes how to make a PDF tax receipt template using Open Office (Libre Office). Silent Partner Software offers a receipt template service - let us set up your receipts for you! For more information, book an appointment with your ...

    • Receipt template service for Partner DMS Cloud

      In order to process receipts in Partner DMS Cloud, you need to set up 6 receipt forms: Official Print Unofficial Print Gift in Kind Print Official Email Unofficial Email Gift in Kind Email. Setting up templates is finicky and can require HTML ...

    • FireFox and Receipt History in Silent Partner Cloud

      If you view a receipt PDF from within the Receipt History page of Silent Partner Cloud while using FireFox as your web browser, FireFox gives you the option to open the PDF in FireFox. This appears to result in a blank page. There are two options to ...

    • Receipt template service - let us set up your receipts!

      Setting up your receipt templates is the key to making sure your organization is ready to handle the donation fulfillment process for your donors, but it can be tricky and time-consuming, especially if you are new to using Sumac Donations, or haven’t ...
    Societ Academy

    Learn what you need to know, any time. Free!
    ​


    • High quality training on demand - sessions are available every day, so you can access training that fits into your schedule.
    • Training sessions that are easy to follow - helpful tips throughout each session, and access to training moderators ensure your questions get answered.
    • A certificate of completion - you can request a certificate of completion for every session you attend.