online donation receipts
Alert: Online Donation Receipts Merge INCORRECT DONOR INFO
If a donor with an existing CSuite profile enters new contact information while making an online gift, CSuite will port that information into their profile before emailing a tax receipt. However, the tax receipt is merged using the primary contact information, NOT the new info the donor has just shared. This is true for both the mailing address and the email address.
Example: Joe and Jane have an existing household profile; Joe’s email is marked as primary. For Joe’s birthday, Jane makes an online gift to a fund they love. She enters her own email address and her work address in the online form – she doesn’t want to spoil the surprise! CSuite matches Jane’s personal email to her household, then emails the tax receipt to the primary. Within a few minutes, Joe forwards to Jane the tax receipt email HE received, asking if she knows anything about it. Jane is outraged – she provided the info she wanted the foundation to use. Her thoughtful surprise was foiled by the community foundation she trusted.
Information shared by the donor at the time of the gift must be used for the merge and the emailed delivery of the acknowledgement letter; this is a basic, fundamental stewardship practice. Foundant must consider this fix an urgent matter, as it may damage relationships with donors.
Melanie Jones
shared this idea
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Alison Hawkinson
commented
Donors and purchasers of tickets are expecting their receipts to go to the email address they enter when they check out, not what was arbitrarily set as the "primary" email on their profile the first time they used the online portal. If a work email address was set as primary and they no longer work there, they would not have access that email any more. As mentioned above, this could damage relationships with donors and should be fixed ASAP!
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Marsha Strauss
commented
Yikes. Turn off the auto receipts for now? I don't trust the auto things going out the way I want. Thankfully, we're small at this point, so I can watch things and do manually.