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Address information fields are blank from online donations.

Roger Hootman

Anyone else having this issue? Address information is not being captured from online donations even though it is a required field. It seems to actually be an issue with Merchant Services. I have an unresolved ticket in that I have had to escalate. It is over a month old.

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Comments

Austen Brown

@Roger Hootman - Welcome to BB Community! If you haven't already, I recommend reaching out to your Customer Success Manager and letting them know about your open/unresolved case.

Roger Hootman

@Austen B

Thanks. I have already reached out.

Nicola Mainwaring

@Roger Hootman Hi we are having the same issues and have been for a couple of weeks. What is the error in Merchant Services as that is the one place i haven't checked. Support are suggesting it is an error possibly with our website.

JoAnn Strommen

@Roger Hootman We have been having similar issue. Sometimes address fields are there, other times they are not. They are all required fields on the NetC registration form. Have tried support. They have referred back to a case opened by my predecessor 4 years ago. Essentially said, it is what it is. Hope you have better luck. Please post if you do. I gave up due to other priorities.

Roger Hootman

@JoAnn Strommen Will do.

Rochelle Toomer

@Roger Hootman @JoAnn Strommen I'm curious as this has JUST happened to us this Friday and through the weekend. Who is your website CRM? Is it FinalSite? We just went live last week with our new FinalSite webpage and now we're in the same boat.

Peggy Summers

@Roger Hootman This just started happening to us.

Bonnie Pearce2

@Roger Hootman
yes, us too and since May 23 (with two open cases now)
our case #019366897
if anyone wants to post their case #, we can ensure they are linked

John Demarce

Case 019331563 for us, open since May 23 with no hint of any progress toward a resolution.

Roger Hootman

@John DeMarce Our case was posted on the same day as yours. Issue actually started the night before on 5/22/2023.

Roger Hootman

@Bonnie Pearce2 Our case # is 019331590

Roger Hootman

@Rochelle Toomer Sorry. It is not Finalsite. We use a variety of website hosting services, depending on the program. We even use NetCommunity as a hosting service. Regardless of website hosting service, the problem exists on all. It really seems to be pointing to a problem with BB Merchant Services and their collection of information on the secure payment form. And it is very random.

Rochelle Toomer

@Roger Hootman Thanks! It sounds like just a coincidence in timing with our website launch. I also opened a ticket with BB support to give them the affected transactions. They're aware of the issue as it is affecting many customers. Fingers crossed..

Rachel Davey

@Roger Hootman I am having this issue with one of my OLX donation forms, not all. Has there been any updates on what the problem might be? Many thanks.

Peggy Summers

@Roger Hootman
Just on with chat about this issue. Case 019369921

Roger Hootman

Here is some perspective on our issue.

Over the past 90 days, we have had over 460 transactions with a gross value of over $513K processed via BBMS. During that 90 day time period, BBMS collected over $108K in transaction fees.

During that 90 day period, approximately 20 transactions with a gross value over $50K with a fee of over $1.2K processed had no address information. Most of them happening over the past two days.

I am hoping this brings some attention to the seriousness of this issue.

Carolyn Russell

@Roger Hootman
yes - we are seeing this too.

Ajayi Harris

@Roger Hootman We are seeing this to.?

Beverly Porzelt

@Roger Hootman
I chatted with them yesterday, they said they are working on it and will let me know when resolved. We've had it happen half the time on 3 of our forms. This is our case #019368875 if anyone needs it.

It's a big problem for us.

Lauren Fardella

@Roger Hootman
I just opened a case too 019372610

Roger Hootman

This issue has been resolved. Contact support if you have not already received a secured email with a link to the missing information.