Gift Aid claims in webview

Kimberley Pilgrim

The new Gift Aid claim process in Webview was rolled out well over a month ago, and so far it's been nothing more than a headache for us and we have been unable to submit a claim as yet. We've been backwards and forwards with Blackbaud support as claims kept getting stuck on the 'Processing' phase on Webview, even though a query run in Database View would show that a claim ref had been allocated to gifts, so they were being picked up. We then have to run a query and global change to remove this gift ref, which takes hours to process, before we can try again.

After multiple messages, we were told that claims over 10,000 gifts would not work, and that the 'Update Gift Aid status' process that needs to be run before making a new claim could not handle any more than 2,000 gifts at a time. We have between 30-35,000 gifts that we claim on each month.

We were advised to separate into smaller claims as a workaround, but this is extremely time consuming for us if we need to update gifts in blocks of 2,000 before even starting 4 separate claims for a single month of Gift Aid. We've been told there is no ETA to get this fixed, just that they are 'working on it', but it's already been over a month since webview was launched and it's still not usable. It's crazy that database view has also been turned off so there is no alternative to get our claims done.

Is anyone else having the same issue?

Suzie Capps

Agreed - it's crazy they turned off database view functionality before testing this properly (I'd be interested to know how many organisations they did test this with, and their size / complexity). I think they need to revert back to database view processing until issues are fixed…

Rachel Cavalier

https://community.blackbaud.com/discussion/comment/308136#Comment_308136

I'm also curious about this, having seen the various problems mentioned here and on facebook!

Chris Ager

Hi all - apologies for the difficulty being encountered. We tested Gift Aid Claims for 8 months prior to release. On the issues encountered by some organisations, we have identified the root cause and testing the fix with affected customers. This has resulted in us changing the way that the process gathers gifts from Raiser's Edge NXT to enable higher claim numbers to be processed.

If you have a Gift Aid claim that is stuck in the "Processing" state for more than 1 hour, please raise a support case with the affected claim number and we will release the claim.