Transaction receipt - last name truncated

Steve Potter

My constituent's information is correct in the house file, but when she received her transaction receipt/thank-you, her last name was truncated by one character.  Using a ficticious example: Rebecca English's last name was truncated to Englis.  How can I correct this?

Steve - Sacramento SPCA.

Steve Potter

Steve again - Another clue: I pulled a transaction report and the Billing Name is truncated.  Does that mean she input it that way when she entered her credit card information?

Adam Lemmon

Steve Potter:

Steve again - Another clue: I pulled a transaction report and the Billing Name is truncated.  Does that mean she input it that way when she entered her credit card information?

Hi Steve,

That's correct... if you're seeing her name truncated in the transaction report then it's like that during the donation she entered her name missing one letter.

If you like, you can follow up in a support case where you could provide detail about the transaction so that our support team could look closer at the details (support desk is secure so you can share donor name there for our team to find the transaction and analyze)... that said, if the donor entered their information incorrectly, there won't be anything for us to change in Convio.  The way that the donation still got pushed to the proper contact record is by matching based on email address... so there's a chance we won't be able to correct anything

Let me know if we can expand further,

Adam