Payment processing flow documentation & tracking declined transactions

Samantha Reeves 2

Hello,

Our finance group has asked us for information to help them better understand the payment processing flow through Convio.  Is that documented anywhere?  In particular, they would like to know what information is available from PayProFlow.

Also, they received a call from a donor  trying to complete a donation on our website and was receiving a declined  response however with our current functionality with Convio they cannot verify.  They  completed the same transaction on our internal (Non-Convio) form and it went through fine. 

They need a way to see what transactions are being declined. Our previous form would send the information to Authorize.net (as the gateway) and they could see the transactions there (declined and accepted) and see the detail  if/why it was declined. How can that be done through the Convio system?

Thanks for your help!

~ Kimberly

Adam Lemmon

Hi Kimberly,

I'm going to talk to a few folks here who might be able to provide documentation (if there is any) on the payment flow process.  I'll follow up or have one of my colleagues post here as a follow up to that question.

In the meantime, for your finance department, there are two important reports that can help answer some of your questions I'll point out the details below... however, Convio does not have a report that allows you to view transactions where the donor was declined and unable to process their transaction.

1) Report 1:  The settlement summary report.  Found under "Data Management -->> Reports"  then expand the folder that says "Transaction reports" and click on the link for the settlement summary report.  This report does include information about the deposits that go to your bank account and within each settlement batch, you can click a link to view the details of that batch to see which transactions were a part of that deposit.

2)  Report 2:  The Donations by transaction report.  Found under "Fundraising -->> Donation Management"  then click on the Donation Reports tab.  in the drop down, choose the Donations by transaction report.  When you run this report, you can then download the report and included in this report is a column called "settlement_status" which will tell you whether or not this transaction has settled or not.

The data that the above two reports do not include is data regarding donors who put in their payment information and were denied on the form.  If a donor puts in payment information and the transaction is declined on the spot (insufficient funds or invalid info) then they will be presented with an onscreen message that their payment couldn't go through.  They can try again, but there are not any Convio reports that include data about those transactions.  You might need to follow up with your merchant account provider to determine whether or not they have any available reports to see that kind of data.

I'll follow up as I talk to some other folks here at Convio who can speak to the payment flow documentation.

Adam

Samantha Reeves 2

Adam Lemmon:

Hi Kimberly,

I'm going to talk to a few folks here who might be able to provide documentation (if there is any) on the payment flow process.  I'll follow up or have one of my colleagues post here as a follow up to that question.

In the meantime, for your finance department, there are two important reports that can help answer some of your questions I'll point out the details below... however, Convio does not have a report that allows you to view transactions where the donor was declined and unable to process their transaction.

1) Report 1:  The settlement summary report.  Found under "Data Management -->> Reports"  then expand the folder that says "Transaction reports" and click on the link for the settlement summary report.  This report does include information about the deposits that go to your bank account and within each settlement batch, you can click a link to view the details of that batch to see which transactions were a part of that deposit.

2)  Report 2:  The Donations by transaction report.  Found under "Fundraising -->> Donation Management"  then click on the Donation Reports tab.  in the drop down, choose the Donations by transaction report.  When you run this report, you can then download the report and included in this report is a column called "settlement_status" which will tell you whether or not this transaction has settled or not.

The data that the above two reports do not include is data regarding donors who put in their payment information and were denied on the form.  If a donor puts in payment information and the transaction is declined on the spot (insufficient funds or invalid info) then they will be presented with an onscreen message that their payment couldn't go through.  They can try again, but there are not any Convio reports that include data about those transactions.  You might need to follow up with your merchant account provider to determine whether or not they have any available reports to see that kind of data.

I'll follow up as I talk to some other folks here at Convio who can speak to the payment flow documentation.

Adam

Hi Adam,

Have you heard back about whether or not there is any information available abou the PayProFlow process?

Thanks!

~ Kimberly

Adam Lemmon

Samantha Reeves:

Hi Adam,

Have you heard back about whether or not there is any information available abou the PayProFlow process?

Thanks!

~ Kimberly

Hi Kimberly,

Two important follow ups here.  The below diagram shows the flow of transactions through the Merchant account to the bank account and the steps that the transaction goes through.  Also, my statement above is incorrect about not being able to run a report to see declined gifts.  If you have taken the training for Report Writer let your Convio Go! consultant know and we can turn on your access to the report writer tools.  The Transaction details report within report writer has a filter that allows you to run a report on transactions that were declined.  This report can only be run from report writer.

 

Here's the diagram of the transaction flow from Convio all the way to bank account: