Online Sales for Multi-day packages ending up in Unresolved Sales Orders/Fees are being doubled

Nick Gaffney

There appears to be a bug in Altru where if someone signs up for a multi-day Pre-registered Program Event Package (almost all of our classes) using Online Sales, the sales order ends up in Unresolved Sales Orders, and if there are any fees attached the sales order (we use fees for class Materials Fees), the fees are doubled. I think something similar is happening when registrations happen in Advance Sales.

Obviously, this is quite bad. My students are being charged more than they should, and because they sales orders end up in Unresolved, they don't make it on the roster for the class. I've been told a fix is in the works, but there's no timeline. I can sort of handle fees being doubled with adjustable discounts and/or partial refunds, but I still have to field phone calls from confused customers. Blackbaud support has suggested I add a standard discount to compensate for the fee being doubled, but that really seems like hack. And I have no idea what the solution will be for the unresolved sales orders.

Blackbaud Support appear to be doing their best with a bad situation, but I wish there was some larger communication about the problem. We rely on Pre-registered Program Event Packages for all of our classes; if they stop working the way they are supposed to we're really in trouble.

Anyone else encountering this issue?