Processed/approved gifts don't show up in Online Express download transactions

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Erin McVeigh
Erin McVeigh ✭
Fourth Anniversary Photogenic First Reply
in Blackbaud Raiser's Edge NXT®: General Discussion

We have a relatively common problem where donors use our online donation form (via OLX), the gift is processed and approved (via BBMS) but then disappears into the ether without flowing through to the transactions to download in Online Express. This can on occasion also leave the gift unreceipted and the acknowledgement email not sent.

We are now reconciling our donations daily to pick these up asap. But then once they are discovered I need to contact KB who either send me all the data entered on the donation form so I can manually add the gift or they “push” it back into Online Express for us to download. The gift can be seen in a BBMS search but this doesn't include all the data needed to add a new gift manually (e.g. we us gift attributes to capture solicit code preferences).

I've been told this is a common problem caused by browsers timing out or donors getting impatient with the loading of pages along with other reasons- which I understand could definitely be attributed to the issue, but it happens multiple times a week which to me, seems a little excessive and worthy of further investigation.

Is anyone else having this issue and have you found a solution?

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  • Amanda Tindale
    Amanda Tindale ✭
    Tenth Anniversary Facilitator 1 Name Dropper

    This does happen to us, but only occasionally. Like you, we have to ask Blackbaud to force it back into OLX, but then it loses the consent preference responses, which is not great.

    If it's happening to you a lot, is it anything to do with the speed of your website? I'm not very familiar with that side of things, but I do know that you can test loading speed of webpages, and then try and improve it if it's slow. Not a lot you can do if it's the donor's own browser that's being slow unfortunately.

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