Skip to main content
← Back to all guides
Giving

Resend a receipt

This guide covers how to open the receipt a supporter was sent for a payment, exactly as it was sent, and how to send it to them again.

Who can do this: Owner, Administrator, Finance and Fundraiser can view and resend a receipt. Programs, Front desk and Viewer can open and view a receipt, but they don't see the "Resend receipt" button.

Quick steps: Fundraising › "Payments" › "Receipt" on the payment's row › "Resend receipt" › "Send"

Before you start

  • To resend, you need one of these roles: Owner, Administrator, Finance or Fundraiser.
  • A receipt is the email Clerestory sends a supporter to confirm a payment. A supporter is anyone in your records who has given, joined or registered.
  • The receipt goes to the email address on the supporter's record. If it has changed, update it first. See Edit a supporter's contact details and preferences, or mark them deceased.
  • Have to hand: the supporter's name and roughly when they paid.

Resend a receipt from the Payments list

Page: /dashboard/payments

  1. In the left-hand menu, find the Fundraising group and click "Payments".
  2. Find the payment. Above the list, type the supporter's name in the "Search by name or email..." box.
  3. Click "Apply Filters", to the right of the box. The list now shows only that supporter's payments.
  4. The list is wider than the screen. Scroll the list to the right until you reach the buttons at the far right of each row.
  5. On that payment's row, click "Receipt".
  6. A box opens called "Receipt and tickets". Under "Receipt" it says who the receipt was last sent to and when.
  7. To see the email exactly as it was sent, click "View receipt". Close that view with the X at its top right.
  8. To send it again, click "Resend receipt".
  9. A box asks "Send the receipt to" the supporter's email address. It says "The same receipt is sent again. Nothing about the payment changes."
Payments list, Receipt button
Receipt and tickets box

Important: clicking "Send" emails the receipt to the supporter straight away. An email can't be unsent.

  1. Click "Send".
  2. You'll see "Receipt sent to" and the email address, at the top of the screen and inside the box. That means it worked.
  3. If you see "We couldn't send the receipt. Try again." close the box and try once more.
Send confirmation
Success message

Resend a receipt from the payment's own page

Page: /dashboard/payments/<paymentId>

  1. In the left-hand menu, find the Fundraising group and click "Payments".
  2. Find the payment as in steps 2 and 3 above. On its row, click the date in the "Date" column. This opens the payment's own page.
  3. Below the payment details at the top of the page, click "View or resend receipt".
  4. Follow steps 6 to 12 in "Resend a receipt from the Payments list" above.
Payment page

Special cases

  • Where the receipt goes: it is always sent to the email address on the supporter's record right now. You can't type a different address in this box. If the supporter has a new email address, update it on their record first (see Edit a supporter's contact details and preferences, or mark them deceased), then resend.
  • The receipt shows the payment as it is now. If the payment was corrected after it was first sent, the resent receipt shows the corrected details.
  • "No copy of this email is on file": older emails, and gifts recorded by hand, may have no copy linked to the payment, so there is nothing to view. You may still see "Resend receipt", which sends a fresh receipt.
  • "Can't resend:" followed by a reason means there is no receipt to send. The reasons you may see:
    • "This person has no email address on file." Add an email address to the supporter's record, then try again.
    • "The payment has not gone through, so there is no receipt yet."
    • "No one is on file for this payment, so there is no one to send it to."
    • "Raffle tickets are not a receipt, so there is no receipt to resend."
    • "This kind of payment has no receipt to resend."
  • Refunds: a refund row has no "Receipt" button, and a refund's own page has no "View or resend receipt" button, because a refund has no receipt.
  • Automatic receipts turned off: if your organization has turned off an automatic receipt under Settings, then Emails, you can still resend it yourself from here.
  • Event tickets: for an event purchase, the same box also lists the tickets with a "Resend tickets" button. Resending the receipt never resends the tickets.
Can't resend

If you make a mistake

An email can't be unsent. Resending a receipt only sends another copy of the same email; it does not change the payment, the amount or the supporter's giving history. If you sent it to the wrong address, correct the email address on the supporter's record and resend.