Thanks both!
I just chatted with @RLewis and I think sticking with the current flow is fine, as having them sit at pending and for donors to be waiting for receipts for up to a week doesn't feel ideal. We can come back around on this if we are still seeing decent volume of returns once Trustly is implemented. Thanks!

If it's just really insufficient funds, then I feel we'll hardly see any going back.

@EMartin did you say this will change with Trustly implementation, or that the verification will happen before Civi once Trustly is implemented? If so, do you think we'll see fewer of these?

Thank you! That's really helpful to know - we can ensure we're not misflagging them in future then. Thanks for clarifying @Ejegg

@Ejegg : @AMJohnson flagged this one to me, which processed 3x on 27th Sept, after your fix: CID 8246683. I'm not sure if this was due to the pending transaction resolver (it wasn't clear from how the donor framed things), so we wanted to flag it to just check.

Related, the French error message suggests checks or money orders as alternative payment methods, which are not accepted.

Thanks @Ejegg ! That's great.

Also CID 47154132.

Also CID = 52617821

Thanks @jgleeson

Awesome - thanks for confirming @Cstone :)

Is this now fixed going forward?

Awesome, thanks @Ejegg - we'll monitor and see if this has an impact.

Just an FYI that we are unfortunately still seeing issues as a result of today's send.

@Cstone could this have triggered anything donor-facing via PayPal?

@Ejegg , @AMJohnson is cleaning up the error triage sheet and will send you a new tab shortly with just the Dutch errors (around 80 of them, so you can do some digging).

Thanks @EMartin - I wonder if that is the same issue as ours seems to impact more than just those banks, and began before 01.00 CEST - possibly 3 weeks ago (unless they mean they were only notified of it then).

Thanks @EMartin.
I just wanted to flag that the ones we were looking into hadn't made it into Adyen - the drop off seems to happen before they get far enough through the process for us to see them in the back end. Just in case the issue you are raising is separate.

Thanks for the heads up, @greg.

For added context, this also means that donors are still receiving follow up fundraising emails, despite making a donation, as the scan will not be looping them out of sends.

Would it be possible to see how many donations we're received to the endowment in non-English / non-6C?

@Ejegg this is great!

Awesome - thank you!

Does that mean all civi sends do not go out to on_hold status emails @Ejegg ?

Thanks @Ejegg - it's great to know there isn't an issue. I'm not sure we'll ever get to the bottom of it, but your theory makes sense, about them clicking more than once as they're just not sure if it worked.

@Cstone Amber is out until 5th Feb, but I just checked and the few we have recently settled appear to be in Civi.

Hey - just to flag that these are still coming in (but still from December). I refunded donations today from 12/26 for a donor whose donation had processed 4x. CID 4449193. "My credit card statement tells me that I have made 4 payments to you during the month of December and Paypal have told me to contact you about it. Please do not just refer me back to Paypal as I have already tried to resolve the problem with them. Please could you explain these four payments to me?"

Hey @Cstone I don't, I'm afraid. They are all from December, as it was big fundraising time, and I just didn't have time to look into them before now. If any new ones get flagged by the team, I'll add them.

Thanks for confirming!

Thanks Dami!

Thanks for the update.

@Damilare - are we good to go ahead and re-cancel this recurring donation now?

I think you spoke too soon @Damilare !

FYI We got another one of these today.

Have these refunds processed? In Civi both still show as live, thanks for confirming once they're done! We have a couple of donors waiting. I can refund manually if not, but I think that may lead to duplicate refunds, so I'd prefer to wait for the script.

I just checked and the one mentioned previously - #192862907.1, settled on 09/26 also is not yet in Civi.

Another one too:

Reopening this as we have another one:

Thanks for this, Anil and MB :)

@EMartin @RKumar_WMF - do we have an update on this one? We haven't yet responded to the donor other than to say we're looking into it and it's been a week since we engaged.

Reopening this one as a new example came in.
Can we please push through the transaction @AMJohnson flagged yesterday? Thanks!

Thanks @jgleeson and @Cstone!

Documenting this for posterity, as recommended by @Cstone

Thanks @Cstone for the details - this is really helpful.

Reopening this one - not because there is a further issue, but because a couple of things have come up with the settlements and I wanted some clarity:

We are still seeing these from French donors and it wasn't an issue last year. One yesterday (ZD 1328762 / CID 16391749) sent useful feedback and the URL:

We got some possibly useful feedback from the donor who shared the screenshot (1326556) and it seems the issue is connected with a redirect from the WTG page (translated from French):

Donor CID 59537908 reached out as the recurring they set up on 22nd April failed in May, and June, and they got our automated 'invite to restart' email. They have basically asked if setting it back up will work, as they do want to give 90 INR a month, and DR is unsure what to advise them, as we've been having a hard time following on as to whether this is fixed.

For context: As the email campaign will run for over 90 days this year, we want the option to opt donors out for bespoke amounts of time, to ensure we are at the minimum ensuring they don't hear from us again during the campaign if they have told us already they cannot support this year.

This is now fixed - thank you! Resolving it.

I'll leave this open until we see a few replies from donors for recently deployed emails (may take a few days), just in case anything else is noted, but it sounds like this will be good to resolve once we've spot checked some. Thank you!

Looping in @Pcoombe here. It seems that we should take these off the country drop down if we cannot support them. It feels like the simplest fix in the short term.

Did we throttle the UK send, @nisrael ? Were emails still going out at this time?