An exception email will be sent if a Contact or Gift cannot be exported into DonorPerfect. We'll try 5 more times to re-export the gift, so check DonorPerfect in a couple of hours. If it fails, there are re-export options in your account.
If there were records that were unable to be imported into DonorPerfect, an exception email will be sent to the email address on the DPO settings screen with additional information on the Constituent (i.e. Contact) or Gift (i.e. Donation) that were not imported.
As the reason for an exception is often temporary or correctable, the system will attempt to re-export the record up to 5 times, meaning receipt of an exception email does not mean that a record has not been exported successfully. In most cases, we suggest that you check back in DPO a couple of hours for the donor.
Reasons a record does not successfully sync
The exception email you receive will identify which Constituent and/or Gift records failed to sync, including a response on why the record(s) were not accepted. The Constituent ID references their raisin User ID and can be queried in Manage Users of your account.
Exceptions can occur for a few reasons related to field-level data or communication between systems, but are typically the result of one the following:
| Message | Reason | Action |
| DPO response error | Temporary communication interruption between the DonorPerfect and raisin services, and often associated with DPO maintenance. | Use the Re-sync option in DonorPerfect Settings to roll back and export data. |
| Sql statement not allowed |
SQL is a programming language, and this error is returned when DonorPerfect rejects an export due to an issue with their code. It occurs for two common reasons: 1. Your DPO account has not been configured with the raisin Package. |
To resolve these instances, we recommend investigating the following: 1. If you are new to raisin, contact DPO to ensure the raisin Package has been installed. You can verify this if there is a "raisin Information" section in the Contact tab of any DPO record. 2. Check the Contact or Gift record that's being rejected for a word like "delete", "join" or "select". Remove the statement and re-export the transaction. |
| Value cannot be null. Parameter name: Donor not found in DPO. | When a gift is exported, it is associated with up to two Contacts: The donor, and in the context of a Peer-to-Peer donation, the sponsored participant or team. If one or both of these Contacts does not exist in DonorPerfect (e.g. they have been deleted or improperly merged), the related gift will fail. | The error message will contain the User ID of the Contact that does not exist and the ID of the Event that they belong to. Search the User ID in raisin and use the Re-export Transaction feature to re-export them. |
Re-exporting data from a calendar date
Contacts and gifts in your raisin account can be re-exported by calendar date to push records into DPO en masse. Exporting from a calendar date is ideal if your sync has stopped due to a change in password or if a number of soft credits have failed due to a deleted participant record.
The ability to re-export by date is found in the DonorPerfect Settings menu of General Setup:
- Under the Data Export Service, select "Re-Export"
- Select the Calendar Date up to one month into the past
- Click "Save"
- All records from that data forward will be re-attempted. Duplicates will not be created, unless a Contact or Gift has been modified in DPO such that it's User ID or Gift ID respectively do not match what is on file in raisin.
Re-exporting a Transaction
In the event an individual Contact or Transaction fails to export, you may need to manually re-sync the record in raisin. This will manually queue the gift up with the next chunk of data to be exported to DPO. To do so:
- Copy the number found in the Constituent ID column of the exception email you received
- In raisin, go to Manage Users and search for a Participant or Donor by this ID
- Click the name result that relates to the Event ID the failed record is from
- Navigate to Transactions menu of their profile
- Click "Re-export Transaction"
- The gift will be included as part of the next chunk of data. Depending on the volume of activity in your account, allow for 1 hour maximum before checking DPO for the record.
Manually adding the constituent
In the rare occurrence a contact or transactions never makes it in DPO, the Add Contact and Import facilities in DPO makes it possible to add these records directly to DPO.
If opting for the latter, we recommend using the Multiple Events Purchases & Items Download or the module Flat File in Exports, which will have all of the related fields needed to create the contact, including Gift information and event information that lives in the Other tab.
It's also strongly recommend adding the constituent's raisin User ID into the raisin Information field of the Other tab. This will associate the individual with their profile in raisin, for purposes of future record-matching or associating donations they might receive as a fundraiser.