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Action Needed - Unprocessed Donations Email

Keith Wilson

So did anyone else get the email from Blackbaud Friday about the issue with BBMS? I reached out to Support because I wanted some assurance that there weren't any “missing” transactions in the transactions list (i.e. any automated recurring gift transactions). In addition, the email stated that transactions would reflect a “Not processed” status, but we had two gifts displayed as “Declined” status, which Customer Support said was the same thing?!? One of the two gifts was a rather significant amount and the Gateway Result indicated “Insufficient Funds” and I was hoping to avoid a potentially embarrassing conversation with the donor. Again, Customer Support could not provide any additional details on the affected transactions nor tell me specifically what to look for in determining if the gift failed because of the BBMS issue or for another legitimate reason (i.e. NSF). I just wondered if any you had similar experiences or additional thoughts?

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Comments

Dariel Dixon

I received the email on Friday as well. I am going to be talking with my team to try to figure this out. We had gifts that were processed within the time frame stated in the email without problem though. I am not sure what the issue is.

Also, it's noteworthy that of all of the members of my team, I'm the only one that received the email. I don't know if it is because I did move my BBMS account over to the new system or not.

Kristine Marvin

We had an issue with declined transactions from a down donation form on the night of 5.11 into the morning of 5.12. We were able to isolate the names which were effected by the disturbance. Our director of development was then able to email each donor and explain what happened. Most of our donors made another donation, either by calling us or giving online again.

We emailed the following…

Hi <Donor Name>,
Last night/this morning you attempted to process a donation of <donation amount" for our <campaign name" - thank you so much!

Unfortunately, we have received notification that there was a glitch in the credit card processing system that affected multiple clients last night, and your donation was not processed. Your credit card information is secure, however, we cannot resubmit your payment for processing.

You may see a pending transaction on your bank or credit card statement, but that will go away when the transaction fails to settle. Depending on your bank's policies, the settlement process can take anywhere from 1-5 business days.

I am incredibly sorry for the inconvenience. All systems are now operational so you can make your donation online: <hyperlink to donation page> or feel free to give <Employee Name> on our staff a call at <phone number> and they would be more than happy to help you.

Thank you for your support of Glacier, and once again, I apologize for the inconvenience.

Warm Regards,