The Appeal Mailing process uses multiple pieces like selections, exclusions, and communication preferences to produce your final list. Use the following steps to check to see why a constituent was excluded. 

Step 1: Verify that the constituent did not receive the mailing
  1. Open the constituent record and go to the Communications tab. On the Communications sub tab, you should see a list of all mailings that the constituent received. Confirm that the mailing is not listed here and proceed to Step 2.
  2. If the mailing is listed here, the constituent was on your final list to receive the mailing. If the appeal was sent via email, check the following:
    1. Go to Administration > Email Services > Email Jobs tab.  Find the subject of the email and check the status of the email and how many were actually sent.
    2. Go to Administration > Undelivered Emails > verify that the patron's email is not here, due to being bounced, a bad email address, etc. 
    3. Check to see if the email may have gone to the constituent's junk mail. 
Step 2: Verify that the constituent was in your query selections
Note: Household records do not pull into an appeal mailing. You will want to make sure your query selections are including only individual constituents and organization constituents. 
  1. To find the query selections you need to check, go to Marketing and Communications > Appeal Mailings > open your appeal mailing by clicking on the name.
  2. The Letters tab will list all of the letters and selections in your mailing. Click the drop down arrows beside the letter your missing constituent should have received and make a note of the names of the queries included under "Selections."User-added image
  3. Go to Analysis > Information Library and search for the query
  4. Click on the name of the query, then run/export the query to verify the constituent is included. If the constituent is included, proceed to Step 3.
  5. If the constituent is not included, click Edit definition to edit the query criteria so they are included.
Step 3: Verify that your constituent is active and not deceased.
  1. Open the constituent record and check to make sure they are not inactive or deceased. If the constituent is deceased or inactive, you will see these flags at the top of the record. If you do not see these flags, proceed to Step 4.
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  2. If you do see that they are inactive or deceased and they should not be, go to the Personal Info tab on their record and click Undo mark deceased and/or Mark active.
Step 4: Verify that the constituent was not excluded by your mailing exclusions
  1. To check your exclusions, go back to Marketing and Communications > Appeal Mailings > open your appeal mailing by clicking on the name.
  2. On the Letters Tab, click Edit beneath the letter you think the constituent should have received.
  3. In the mailing, scroll down to "Exclude constituents based on the following" there are three different ways we can exclude constituents from a mailing process in Altru: 
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    1. Recent Activity: Altru allows us to exclude constituents that may have been communicated with recently or may have given recently.
      1. Verify under recent activity that these exclusions are correctly applied to your mailing. 
      2. Verify that your constituent doesn't have any recent communications by navigating to their record and viewing the Communicates tab. 
      3. Verify that your constituent doesn't have any recent revenue by going to their Revenue tab. Note: Altru will consider any revenue checked in your Default Revenue Filter as valid for the exclusion. For more information, see our related solution: What are Reporting Filters used for?
    2. Solicit Codes: Altru also allows you to tag constituents with Solicit Codes which can help you exclude them easily from a mailing process.
      1. Verify that the solicit codes are correctly applied to your mailing.
      2. Verify that the constituent does not have any of these solicit codes. To do this, open their record and go to the Communications tab and click the Preferences sub-tab. Make sure your constituent does not have the exclusion listed in your mailing on their record. Here is an example:User-added image
    3. Selections: Altru will also allow you to exclude any constituents that appear in a specific selection from your letter. 
      1. Verify that the selection is correctly applied to your mailing. 
      2. Verify that the constituent is not present in your selection by going to Analysis > Information Library and searching for the query. When you process the query, make sure the constituent is not listed in your results. 
    4. If the exclusions are correctly applied to the mailing and the constituents do not meet the criteria of the exclusions, proceed to step 5. 
Step 5: Check your constituent's mailing preferences
  1. Altru allows you to set up mailing preferences for each constituent, so Altru may automatically pull them from certain mailings if requested. To see if your constituent has a mailing preference, open their record and go to the Communications Tab and click the Preferences sub tab. In the example below, this constituent has elected not to receive any appeal mailings with the Annual fund appeal category:
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  2. If your constituent has a preference to receive mailings through a certain channel (for example, if they prefer Email) and you are sending through the opposite channel (for example, you are sending through Mail), click the drop down arrows beside the preference to make sure they are not excluded from mailings that are not that channel: User-added image
Step 6: Ensure your constituent has a valid address
  1. Open the constituent's record and go to the Contact Tab.
  2. Under Addresses, make sure there is a valid address available. Altru will not mail to any addresses that are marked as Do not mail. If you see an address is incorrectly marked as Do not mail, click the drop down arrows beside the address and click Edit. Uncheck the "Do not send mail to this address" check box. 
  3. If the address is correctly marked, and you would like to include constituents without a valid address in your mailing, you can adjust to the Address Processing Options to include this constituent.
    1. Go to Marketing and Communications > Appeal Mailings. Find your appeal mailing in the list and click the drop down arrows beside the mailing name. Click Edit
    2. Under Address Processing Options, click the pencil icon. User-added image
    3. On the Individuals tab, select to Include in results without an address if you would like to include constituents that do not have an address in your mailing.
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  4. If your constituent has a valid address and your address processing options are correct, proceed to Step 7. 
Step 7: Check your settings for business contacts
  1. Altru's Address Processing Options also allow you to select how you'd like to mail to constituents who appear in your selection as an individual and as a contact for an organization. If you have an individual that may be both an individual and a business contact, go to the Organizations tab in the Address Processing Options screen we opened in Step 6. 
  2. If you are mailing to contacts, under, "If contact is also an Individual," select how you would like Altru to handle this. You have the option to mail to the contact only (which would not produce a letter for the individual constituent), mail to the individual only (which would not produce a letter for that contact at the organization), or to mail to them both separately (which would give you two letters: one for the individual and one letter to the contact's address at the organization):User-added image
  3. To read more about configuring Address Processing Options, see our related video: Configuring and Using Address Processing Options in Altru Communications.