Donors not redirected to Thank You/payment confirmation page when donating online???

James Jarrard

Hi all,


We've been getting some phone calls from donors today saying that when they submit their online payment, the site isn't redirecting/refreshing to a "Thank You for your donation" or a "payment submitted" confirmation page. It usually does this. Going in to RE to check credit card donations shows the payment was accepted.


What do I do? Our large fundraiser is ongoing this week and we need to ensure our donors are getting their payments confirmed.


Thanks

Ami Defesche

James Jarrard:

Hi all,


We've been getting some phone calls from donors today saying that when they submit their online payment, the site isn't redirecting/refreshing to a "Thank You for your donation" or a "payment submitted" confirmation page. It usually does this. Going in to RE to check credit card donations shows the payment was accepted.


What do I do? Our large fundraiser is ongoing this week and we need to ensure our donors are getting their payments confirmed.


Thanks

Hi James. I'm very sorry to hear you're dealing with this issue. The community may be able to chime in with some suggestions, but I would recommend contacting support so they can dig into exactly where the process is going wrong. 

rajesh dasani

Ami Defesche:

James Jarrard:

Hi all,


We've been getting some phone calls from donors today saying that when they submit their online payment, the site isn't redirecting/refreshing to a "Thank You for your donation" or a "payment submitted" confirmation page. It usually does this. Going in to RE to check credit card donations shows the payment was accepted.


What do I do? Our large fundraiser is ongoing this week and we need to ensure our donors are getting their payments confirmed.


Thanks

Hi James. I'm very sorry to hear you're dealing with this issue. The community may be able to chime in with some suggestions, but I would recommend contacting support so they can dig into exactly where the process is going wrong. 



Any joy with this question yet?? We are having the same problem 


raj

LFT 

 

 

James Jarrard

I was able to find the issue of the problem, which is a development issue on Blackbaud's NetCommunity program:


We were using Google Analytics and Facebook tracking scripts that were pasted into our NetCommunity site tracking backend.Go to Administration > Sites & Settings > Site Tracking.  Apparently any HTML comment tag codes can mess up the secure donation page (see https://kb.blackbaud.com/articles/Article/50498). In addition, there were some tags that we forgot to close for Google Analytics; so there was some user error on our part. But once we fixed that we still saw the same problem until we completley removed the Facebook site tracking code. It's really frustrating because it limits what marketing data we can track when using Blackbaud for accepting online donations. I think we're on our way to migrating out of Blackbaud altogether - too many outdated programs.

rajesh dasani

Thanks, james - we are using Online express not NC. 


I thought you were too - anyhow have opened up a case with them now. 


cheers for your time 


raj