Send confirmation emails to donor even if they have unsubscribed

I had assumed that RENXT donation forms would still send transactional emails in response to donation or event registration forms even if the email the donor used was previously unsubscribed from our RENXT mailing list (and thus, labeled with a DNC icon). I was just told by support that this is not the case that RENXT will suppress ALL emails to an unsubscribed email address, even one that is sent individually such as a confirmation for a donation. I think RENXT should distinguish between these types of emails! Just because a donor doesn't want to receive our mass mailings doesn't mean they don't want a confirmation when they make a gift!

  • Laura Anderson
  • Sep 16 2021
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  • Laura Anderson commented
    September 16, 2021 21:26

    Thank you for the corrected info. Please update the support team.


    Last modifiedSeptember 16, 2021Case number018524505T

    Blackbaud Note - Jorge J - September 16, 2021 - 05:17:27 PM

    inquiry resolved.

    Chat Transcript - Jorge J - September 16, 2021 - 03:38:32 PM

    Chat Started: Thursday, September 16, 2021, 15:11:21 (-0400)

    Chat Origin: Default

    Agent Jorge J

    ( 20m 44s ) Jorge - Blackbaud Support: Thanks for contacting Blackbaud Customer Support. How are you today?
    ( 21m 57s ) Visitor: Hi. I'm ok, thanks.
    ( 22m 10s ) Jorge - Blackbaud Support: I'm glad to hear that. How can I help you?
    ( 22m 57s ) Visitor: If someone who has unsubscribed from our email list (so that their email has a DNC beside it), then they make a gift to us using that same email address, will they still get the automatic reply that is sent after the gift is made?
    ( 27m 17s ) Jorge - Blackbaud Support: Let me check if the thank donation email avoid this one moment
    ( 37m 45s ) Jorge - Blackbaud Support: I apologize for the inconvenience and the delay I'm double checking this internally, actually is a very good question
    ( 38m 18s ) Jorge - Blackbaud Support: And quick question by donation do you mean a donation made in a Online Express form correct?
    ( 41m 36s ) Visitor: It's an NXT form actually
    ( 43m 44s ) Jorge - Blackbaud Support: Okay if the user is marked as DNC then they wont receive the thank you email and also double checking in Online Express works the same if they are marked as DNC or unsubscribe they wont received the thank you email
    ( 44m 23s ) Visitor: Oh no! that's really unfortunate. Ok, I'm going to submit that idea in the idea bank.
    ( 45m 28s ) Jorge - Blackbaud Support: That's lovely will help us to improve our system
    ( 45m 30s ) Jorge - Blackbaud Support: Is there anything else I can help you with?
    ( 45m 36s ) Visitor: no, thank you

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  • Admin
    Juliana Lawson commented
    September 16, 2021 21:20

    Hi Laura,

    Thank for adding this idea. I'm sorry you were misinformed.

    Transactional emails, including donation form confirmation emails, are never suppressed. If you believe a donor did not get an email, please contact support again and have them file ticket with the information about the donation and the donation form.

    Best,

    Juliana

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