my form shows status completed payment none - how can this happen?

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Sarah tmp
Sarah tmp ✭
Ninth Anniversary Photogenic First Reply
in Blackbaud Raiser's Edge NXT®: General Discussion
On the payment section, the user processed the form, the status shows complete but the payment is NONE. User says they entered accurate CC information. When and how would this occur? We have over 1500 completed forms and never this situation.
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  • Karen Badham
    Karen Badham ✭
    Ninth Anniversary Facilitator 3 Photogenic
    Hey Sarah,



    If they saved the form before submitting the payment then this will happen. I recommend checking your merchant account to see if you actually did receive payment or not. If you didn't please let them know that the payment didn't go through, and ask them to submit the credit card payment again.



    Thanks!


    Karen
  • Sarah tmp
    Sarah tmp ✭
    Ninth Anniversary Photogenic First Reply
    Karen,


    If you could please clarify, when you say "ask them to submit the cc payment again" are you referring to the user (ie: log back in and go to the payment page and select submit" or are we to contact IATS (cc processing company) to ask them to process the payment for us?


    Thank you
  • Karen Badham
    Karen Badham ✭
    Ninth Anniversary Facilitator 3 Photogenic
    Hey Sarah,



    I mean the user. In this situation they believe they entered their credit card and submitted it, but in fact did not. You can prove this to yourself by looking in IATS. You won't see the payment in there. If you do see the payment in there, I recommend creating a case with support to review.



    Thanks!


    Karen

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