Transactions in NetCommunity vs Raisers Edge

Eugene Patron

Hi.  When we send appeal emails, the transaction summary in NC is always notably different than what is actually processed via RE.  It's not simply perhaps say one or two credit cards were declined after the donation was made and such is not reflected in the NC transaction summary.  It can be a discrepancy of thousands of dollars. Essentially this has made the message summary in NC almost useless to us since "Transactions" and "Total Raised" does not reflect reality. Anyone else have this problem and/or know why this happens (and perhaps how to fix the issue?).


 

Tony Williams

Hi Eugene,


Thanks for reaching out. It can be caused by a donor navigating to a page from the email, partially completing a transaction form like a Event Registration Form, but navigating away from the page before completing the transaction. This scenario results in the message report indicating a higher number of conversions than what actually came into Raiser's Edge. Our engineering team is currently evaluating this issue to be addressed in a future release of BBNC. The KB below outlines the issue and can be monitored for future updates:

https://kb.blackbaud.com/articles/Article/115379


Thanks!

Tony

Eugene Patron

Hi Tony,

 

Thanks for the response. It just
seems like it’s a strange discrepancy. During Giving Tuesday the
transaction report for the emails we sent showed 87 gifts for
$34K.  But the merchant account had 104 gifts for $28K. 
So if people are navigating away before completing a transaction,
how did we end up with more transactions in the merchant account
but less $s?

 

Any further insights would be
great.

 

Thanks

Eugene

 

               
Eugene Patron
               
Communications & Marketing Director

               
Pronouns: He,
Him

               
POINT FOUNDATION | 1357 Broadway, Suite 401|New York, NY
10018
               
Eugene@pointfoundation.org |
Tel (212) 512-7807| Cell (917) 501-5881

              
www.pointfoundation.org | Facebook | Twitter
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Re: Transactions
in NetCommunity vs Raisers EdgeRaiser's
Edge Integration in

Blackbaud NetCommunity

Posted
on 5 December, 2018 at 3:32 PM

 

 

Tony Williams

Hi
Eugene,


Thanks for reaching out. It can be caused by a donor navigating to
a page from the email, partially completing a transaction form like
a Event Registration Form, but navigating away from the page before
completing the transaction. This scenario results in the message
report indicating a higher number of conversions than what actually
came into Raiser's Edge. Our engineering team is currently
evaluating this issue to be addressed in a future release of BBNC.
The KB below outlines the issue and can be monitored for future
updates:

https://kb.blackbaud.com/articles/Article/115379


Thanks!

Tony

 

 

Tony Williams

Hi Eugene,


It is possible that the negated transactions were for a higher amount, which would have caused the email reports to show a higher total than the merchant account. The difference in the number of transactions overall could be the result of other solutions using the same merchant account or just direct donations on the website that were not solicited as a result of the email. If a donor were to navigate directly to the website without clicking on a link in the email then the transaction would show in the merchant account but wouldn't be counted in the email report.


Thanks,

Tony

Eugene Patron

Hi Tony,

 

Thanks for the further insights.
They make sense.  Unfortunately, this is the case with all
email appeals we send (and we have been using NetCommunity for
yrs…), which takes away from the utility of the metrics in the
platform since they don’t reflect the actual $ amounts processed.
So while we do eventually get a report on the correct amount when
our database manager runs a report from the merchant account, the
NetComunity insights don’t serve us well in real-time.

 

• Eugene

 

Re: Transactions
in NetCommunity vs Raisers EdgeRaiser's
Edge Integration in

Blackbaud NetCommunity

Posted
on 6 December, 2018 at 9:34 AM

 

 

Tony Williams

Hi
Eugene,


It is possible that the negated transactions were for a higher
amount, which would have caused the email reports to show a higher
total than the merchant account. The difference in the number of
transactions overall could be the result of other solutions using
the same merchant account or just direct donations on the website
that were not solicited as a result of the email. If a donor were
to navigate directly to the website without clicking on a link in
the email then the transaction would show in the merchant account
but wouldn't be counted in the email report.


Thanks,

Tony

 

 

               
Eugene Patron
               
Communications & Marketing Director

               
Pronouns: He,
Him

               
POINT FOUNDATION | 1357 Broadway, Suite 401|New York, NY
10018
               
Eugene@pointfoundation.org |
Tel (212) 512-7807| Cell (917) 501-5881

              
www.pointfoundation.org | Facebook | Twitter
| Instagram