Boost recurring donations this giving season with the upsell prompt!Soapbox Engage Onsite sends three kinds of email: a receipt to a donor, a receipt to a Shop buyer, and an auction link to a guest. Each is sent only when the app has an address to send to and the matching email is turned on in the administrator.
Work through these in order.
No email address was captured
This is the most common cause. Every email the app sends goes to an address your team entered or one already on the guest's registration.
- Donations: the address comes from the Donor Information screen, where every field is optional.
- Shop: the address is entered at checkout.
- Auction link: the address is the one on the guest's registration. If there is none, the app shows This attendee has no email address. Add one and try again.
If the address was left blank, nothing was sent. Add it to the record and, for an auction link, send again.
The address was mistyped
A receipt sent to a wrong address is gone. Check the address on the donation, the order or the guest's record. For an auction link, correct the guest's details and send the link again. See Viewing and updating a guest's details at the door.
The email is in a spam or junk folder
Ask the person to search their inbox and junk folder for your organization's name. If your emails often land in junk, check that they are sent from an address on a domain your site is set up to send from.
The Donation form's confirmation email is turned off
A donor's receipt follows the Donation form the app uses. If that form does not send a confirmation email, donors giving through the app get none either. See Choosing the donation form Soapbox Engage Onsite uses.
The same applies to the notice your team receives. Administrators are emailed about a gift only when the form is set to email administrators about new donations.
The Shop's order confirmation email is not set up
A buyer's receipt uses the subject and template configured for your Shop. See Sending order confirmation emails to payees and staff with Soapbox Shop.
The Send Auction Link button is missing
The button appears only when the event is associated with an auction. See Sending a guest their auction bidder link.
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