Declined donations not being logged

Karen McCarthy

We are having a time with this. Donor fills page, CC number (also happens with PayPal). The gift is declined, but this action is not logged anywhere. Not in transactions. Not in the merchant services site. It just 'didn't happen'. It is happening several times a day. through Teamraiser and general donations.


It has been suggested that this is related to a 2013 bug. 

Brian Mucha

Are these repeated donations from the same location? That could have tripped the whole fraud prevention thing. This happened to us one time with an employee giving campaign. Too many donations, too close together from the same IP address. (Usually all of a big companies' traffic appears to come from a single IP address.) To correct that you'd just need the IP address whitelisted.

Karen McCarthy

They are being blacklisted. But it appears it is because they cannot get the first or second donation to process. It is frustraing for me as the data person, but I can only imagine what it is for the donors.

Karen Cincotti

We have had a few more calls than normal about declined transactions. But at the same time we are getting donations. DId Blackbaud tell you these donors were blacklisted and why and how did they determine this? 

 

Karen McCarthy

We are receiving donations. Many. But this really frustrates the donors. It appears that they are blacklisted due to continual efforts to donate. Our BBMS report totaled twice what went in the bank because of the large number of errors.