Acknowledgement Email And Transaction Download Process Overview - Part 2

Check part 1 of this blog here: Acknowledgement Email And Transaction Download Process Overview - Part 1
 
In other situations, the Acknowledgement email is received with no difficulty and we show that the transaction was processed by the merchant account provider.  However, we cannot locate the transaction in CRM and it is not available for download/processing in CRM within Web > Manage Web Transactions.

In these situations, you have a few options to investigating the missing transactions.  As always, our Support team can assist with these steps.

1. In most situations the transactions have already been downloaded through the Download Process 
   1. You can automate transaction download with the configuration task on the left-hand side.  This causes the system to download pending transactions every two minutes:
      
      
       
   2. You can also manually download transactions by clicking the transaction type and its related 'Download' button.
   3. If there is an open batch for the type of transaction being downloaded, the transaction will download to that batch instead of creating a new batch.
2. Transactions with download failures appear under the Failed Transactions tab. There will be more details about the exception on this tab
   
   
    
3. If the transaction/s are not on the Failed Transactions tab:
   1. It is possible that they were already downloaded to a batch in CRM.
      1. Use a revenue query with known fields to see if the record was committed through batch into CRM.
      2. Review uncommitted and exception batches for missing information.
   2. It is possible that the transaction was downloaded and then the individual transaction row was deleted in Batch.*
      1. This removes it from the system and the transaction cannot be retrieved.
      2. Deleting the entire batch instead of the row would push the transaction back up for re-download.
   3. There could be some other unknown variable.
      
      *Note: Support can assist with this investigation by reviewing the appropriate table in the Blackbaud CRM/BBIS database to attempt to locate the missing transaction. If it is no longer available in the Web Transactions in CRM for batch processing, it will need to be manually entered into CRM, but Support should be able to provide transaction data, if we are able to locate the transaction in the database.

As you can see, there are a lot of moving parts between the point of submitting a transaction through BBIS; from generating an Acknowledgement email, to generating transaction data to push down to CRM, to batching and committing the records. Blackbaud Product Support can assist with investigation through any portion of this process, but the overview above should provide you a broader understanding of the workflow and help you better assist your donors by knowing what to check if issues are reported.