Strange problem with Advanced Donation Form

Rick Root

In the last couple of weeks I've started seeing an increase in a strange problem with my Advanced Donation Form.

In SOME cases, when a donor completes the checkout process and my javascript calls the checkoutDonationComplete method:

ds.checkoutDonationComplete(
data,
handlePaymentComplete,
handleCheckoutDonationCompleteFailed
);

and the method fails, calling the failure handler.

var handleCheckoutDonationCompleteFailed = function(error) { ... }

Unfortunately, "error" is evaluating as undefined in these cases. No error message is being passed to the handler. I know this because the handler actually sends me an email for debugging purposes. So I know when donors are experiencing this issue.

When it happens, the transaction is listed in BBMS as "Not Processed". The donor sees a pending charge on their card but it falls off after about 24 hours. At which point in BBMS the transaction shows that the transaction was authorized but not captured.

There doesn't seem to be any consistency with regards to the type of transaction or browser.

This has already happened 4 times today, with transactions on VISA, Mastercard, and American Express.

My debugging code emails me the browser information too... it happens on all browseres, Mac, PC, Mobile... all card types including VISA Checkout and Apple Pay.

These end up in BBMS with the status of "Gateway Declined" and a status code of 807 (authorized but not captured). This happend 21 times in Septembe, 23 times in October, 73 times in November, 57 times in Decmeber (relatively low compared to the number of overall transactions), and so far 82 times in January, extremely HIGH compared to the number of transactions.

Of the 82 times in January, all but 12 have been in the morning - also strange since 70% of our gifts come in after 12:00 noon.

So because I'm not getting an error message, and I cannot duplicate the issue, I'm pretty much at a loss to identify the cause of this issue.

Patricia Drake

One of my clients is experiencing the same issue with an ADF that launched late last year. We opened a case with Support and it is currently being investigated by RDO. Thanks for posting these details - I will pass them along to RDO.

Rick Root

Thanks, keep me posted.

I have since realized that counting error code 807 in BBMS is kind of meaningless because that's how recurring gifts show up too (ie, those committed to via an ADF but not actually charged)

Patricia Drake

Thanks for the update, Rick. I'll let you know if our Product Teams provide any helpful details.

Rick Root

Can you share which client so I can mention it, or give me a case number?

I've just discovered another interested and likely related issue.

From time to time, our gift services team has been getting weird issues with logging into BBMS

BBMS has been acting strange since Jan 6 with different error messages such as the “409 Conflict” and the “connection is not private”

I didn't really think anything of this until she told me that it ONLY happens in the morning, and started around January 6, which is about the time I really started to notice these issues as well.

Rob Mendes

@Rick Root
Hi Rick,

Any resolution to this issue? We are experiencing the same issue too.

Thanks

Rob

Concordia University