Try each of the following steps to resolve this issue:

Step #1: Verify that the revenue you wish to acknowledge is tagged with the appropriate letter template.  When you run a Tribute Acknowledgement Process, you can set the process criteria so that it only includes revenue with a specific letter template.
  1. Go to Marketing and Communications> Tribute Acknowledgements>Acknowledgements Tab
  2. Highlight the Tribute Acknowledgement Process and click Edit
  3. In the Criteria section, note the letter chosen in the “acknowledge revenue with letter” drop-down menu
  4. Open one of the revenue records that should have been processed but wasn’t, go to the Letters tab
  5. Verify that the letter listed in the acknowledgement process is listed on the letters tab
  6. If it is not listed, you can manually add it by clicking Add a tribute letter.  Do not add an acknowledge date to this letter.
    • Note:  A tribute letter will be automatically added to the Letters tab of a revenue record only if there was a default letter assigned to the Tribute at the time the revenue was added and the Tribute was selected on the Transaction Details tab of the Add a Payment screen.  If the letter was not automatically added because one of these conditions was not met, you must add the letter manually to revenue records.


Step #2: Verify that the Acknowledgee on the Tribute is not marked inactive or deceased. 

  1. Open the Revenue record that should be included, but is not appearing. 
  2. Go to the Letters Tab
  3. Under the Tribute Letter Type, ensure the Acknowledgee is not marked as deceased or inactive. 
  4. If the constituent is marked as inactive or deceased, we recommend changing the acknowledgee on the letter so you are sending to next of kin or an active constituent. To edit this, click the drop down arrows beside your letters and click Edit. Under Acknowledgee, change the acknowledgee to an active constituent. You may also need to update the defaults set on your tribute. Go to Constituents > Tributes. Find your tribute in the list and click the Tribute Text to open the record. On the Acknowledgees tab, click Edit acknowledgees. Replace the deceased constituent and add the correct constituent. 
  5. If the constituent is marked as inactive or deceased and you would still like to send to them, go to your tribute process and click Edit. Under Criteria, click the Exclusions button. Uncheck the boxes to send to inactive or deceased constituents. 


Step #3: Verify that the Tribute Letter to be included is not marked as Acknowledged.

  1. Go to one of the revenue records that should be included in this process but is not
  2. Go to the Letters Tab and ensure the Tribute Letter does not have an Acknowledge Date
  3. If the Tribute Letter has an Acknowledge Date, this means it has already been processed in the Tribute Acknowledgement Process. 
  4. If you still need to acknowledge the tribute in a new Tributes Acknowledgement Process, highlight the letter listed and click Clear Dates.

Step #4: Verify that the donor revenue has not been marked as Acknowledged.
  1. Go to the Letters Tab and ensure that there is not a Revenue Letter listed
  2. Clear the results of the Acknowledgment Process
  3. Run the Tribute Acknowledgment Process and Do Not check the box Mark letters 'Acknowledged' when process completes


Step #5: Verify that records appear in the results of the selection.  When you run a Tribute Acknowledgement Process, you can set the process criteria so that it only includes a selection of revenue.

  1. Go to Marketing and Communications> Tribute Acknowledgements>Acknowledgements Tab
  2. Highlight the Tribute Acknowledgement Process and click Edit
  3. In the Criteria section, if you are using a selection, click the Pencil icon next to the selection to open it
  4. Verify that there are records in the results
  5. If there are no records in the results, check the criteria and modify it if necessary to include the desired revenue


Step #6: Run the Acknowledgements again.

  1. Go to Marketing and Communications and click on the Acknowledgements tab
  2. Highlight the process and click Start process
  3. Verify that the appropriate records are now included