BBMS declines

Rockwin:

Hi Sam,


I've run into this issue a bit as well with our TeamRaiser events as we often have participants who are fundraising in the workplace. Compounding this is the fact that in order for us to know this is an issue, either the donor has to reach out to us directly at the organization or the donor reaches out to the participant who then reaches out to us and then it's been event longer by the time the technical staff can address this with BBMS. We tend to know the curve of when fundraising is active for our events, so we have been able to put a little bit of structure around resolving this. It's not ideal, but this is how we are currently working through it until BBMS makes some updates to lessen the severity of their existing rules.


When we first launch our site, we run a declined transaction report that includes the Error code and IP address once a week. We sort the list by error code and then via the chat support in BBMS, we request the IP address that have been Blacklisted or blocked to IP declines rule to be white-listed.


As we see donations pick up and we get closer to our event date and peak fundraising activity, we run a declined report more frequently and follow the same process of sorting and then submitting the blocked IP's to be approved. Like I said, it's not ideal, but it has helped a bit as we receive questions from donors or participants and sometimes we catch the block before a participant or donor does.


- Karin

Sam Li:

Hi All,


Wondering if you guys had expereinced a larger than usually transaction declines by BBMS gateway for users coming from the same IP addresses due to IP blacklisting. If so, what's your approach to deal with this? The charlenge we are facing is that even if one person made a mistake when donating and triggers the IP blacklist, everyone in the same network will be black by BBMS for the next few hours/day which makes alot of our donor unhappy and difficult to react to it since the unblacking always have to happen on the BBMS end and is completely relying on their support.


Thanks!

Sam