Credit Card Transactions Not Completing

Jess Munroe

I'm wondering if anyone else is having this issue. At our organization, when guests swipe a credit card, the transaction will say 'Success' with the green checkmark, but the transaction won't have the 'Complete' option. In Blackbaud Merchant Services, it says the transaction was Not Processed, but we don't want to have guests swiping multiple times for one transaction. They're swiping slowly with the magnetic strip facing the correct way - is anyone else having this issue or know why this is happening?

Ray Bergman

Hi Jess,


This really sounds like an issue that would be best to bring up with Support.

https://www.blackbaud.com/training-support/support

Jennifer McDonald

Yes, we have had this issue pop up a few times recently and I have an open case with Altru. I have been told that it is an issue with BBMS and Altru communicating. BBMS is acknowledging the sale so it will appear to the guest as a pending transaction and it shows up as a line on the Altru sale but it will never complete since Altru is not acknowledging the sale on their end to finish the order. I am told that they are aware of the issue and working on a fix but you should chat with support and open a case so that they are aware that your organization is experiencing the same issues. 


 

Paul Hunchak

We've had this problem just a couple of times w/ online ticket transactions. A patron purchases a ticket, it show up in Merchant Services, but the transaction never gets recorded within the Altru system. The patron's bank even shows the transaction as completed.