OccamMost missing receipts come down to timing, a spam folder or a mistyped email address. Here's what to check and what to tell the donor.
When receipts arrive
| How they gave | When the receipt is sent |
|---|---|
| Card or Link, online | A few minutes after they give |
| US bank account, online | When the payment clears, usually a few business days later |
| Monthly gift | After each monthly charge |
| A gift your team recorded | As soon as it's recorded |
A bank payment shows as PENDING on the donor's profile until it clears. Nothing is wrong; the receipt goes out when the money arrives.
What to check
- In the sidebar, go to Donors and open the donor's profile. Check the gift is in their Donations list.
- Check the email address on the profile. That's where the receipt went. If it's mistyped, correct it for next time.
- Ask the donor to search their inbox, spam and junk folders for an email with the subject "Donation receipt from" and your organization's name.
If you can't find the gift, the donor may have used a different email address. Each new address creates a separate donor record, so search for the other address too.
What to tell the donor
- The receipt is the email itself. There's no PDF attached, but they can print the email or save it as a PDF from their email program.
- Tickets, auction purchases, memberships and store orders each get their own email. See What receipts donors get.
- Year-end giving statements come from your organization, not automatically. Your team sends them.
Resending a receipt
Occam can't resend a receipt. If a donor needs another copy, reply to them yourself with the gift's date, amount and campaign from their profile.
If the receipt is missing your EIN or shows it wrong, see Get your receipts right.