Customer Authentication (SCA) - New Zealand

Tasha Mikoz

We had an issue charging a credit card last week which had me contacting support. The team advised me re: updated SCA requirements and the need to collect the CVV number to process credit card payments in the system, replacing the cardholder’s name.

Given that we are unlikely to be the only New Zealand customer affected, I’m wondering if anyone else out there in NZ or AUST have encountered the same issue in the last week?

Some of our primary revenue streams continues to be posted Appeals. In many cases, our clients return a physical form authorising payment, and the likelihood of them including their CVV number on a posted form is likely to decrease significantly. This creates a real risk of reduced response rates and lost donations.

Does anyone else have this issue?

We've already had a few donors on the phone today not wanting to provide the CVV number, as all New Zealand Banks advise to never provide this..

Surley we're just not expected to accept that posted Appeals and on-call donations will cease to exist because of this.

Thanks,

Ange Scott

NZ here also. This will be interesting - we just had an appeal go out late last week, so I will come back and update if we have any issues with this once physical forms start coming back with card details.

In saying that, we had a bit of an increase of credit card rejections about 3 weeks ago, in which support told us it could've been to do with the backend coding (which it wasn't). We are still waiting on an answer and a permanent fix. This was via optimised forms in NXT.

We have reverted all our donation forms back to online Express for the time being. Which for me as a donations processor, makes me happy! :)

Tasha Mikoz

Thansk Ange. BB provided some detail around config settings which can be changed, and what you need to do for the cards to be accepted. Looks like it depends on your solution being used.

Checkout Overview

If you have any issues, feel free to reach out for help :)

tasha@airrescue.co.nz

Ange Scott

Thanks Tasha, I will have a look at that link :D

Nicole Francis

I am located in Canada and just having this issue come up and looking for a work around for recurring gifts that were converted to automatic in NXT and now required an updated credit card. We are not accustomed to asking this information from donors and now posing an issue.

Ange Scott

Yes we don't ask for that info either Nicole, as it essentially gives full access to the credit card. This will affect our postal appeals, we certainly wouldn't expect anyone to put all card details on something going through the post

Dave Bushell

We're having precisely the same issues here (related to mail/DM credit cards during appeals)
The advice I've been given by blackbaud around config settings and how to allow the credit card to be accepted haven't helped and led to non-processing of transactions.

Would be keen to understand how others are handling it, particularly as we get deeper into the year and appeals ramp up

Tasha Mikoz

Unfortunately, the changes in configuration and process after a few more live attempts (post multiple tests) are only confirming at about a strike rate of 75%, which for us isn’t good enough.

I have been back in contact with BB, expressing the issues and future concerns (something like this may determine if we continue or look elsewhere), and the only other option appears to be using Database View to create an EFT batch by creating a gift batch for credit card processing there.

Apparently, using DBV skips a lot of the security measures banks have put in place, like CVV, due to BB being a trusted source and there being no e-commerce. Charging a card via DBV is considered an offline transaction, whereas anything via a browser is online, and therefore has the e-commerce restrictions applied.

Anyhow, although creating a batch is more work, for the urgent need of sorting this for us, it will do for now.

Two downsides:

• If anyone other than those who process banking batches tries to charge without a CVV, they will now need to ask the banking team to charge the card via a DBV batch. This isn’t so much of an issue for us, as we have very tight limitations on who can charge cards.
• If we’re wanting to charge a card while the donor is on the phone, the batch must be created, authorised, and committed before we can confirm it’s been processed successfully.
  o This will only be a real inconvenience for a few months a year when our appeals start up.
  o The multiple appeals that are returned in the post daily — for us, these will all be charged daily in one batch, being authorised and committed at the end of each day.

I’m yet to see how quickly the funds are distributed through Merchant Services and deposited into our account.

Hopefully this helps all those who are in the same situation and/or will be soon.

I’ve been advised that EFT batches are not yet available in WebView, nor is it known if they will be. Again, I have expressed the detrimental consequences of this not being in the unified view if and when they turn DBV off.
I don’t believe they will switch DBV off anytime soon — there is too much missing from WV for organisations to continue with their standard operating procedures.

Dave Bushell

Some really good suggestions and notes, Tasha :)

Confirming that the DB View Batch solution does work - but is obviously context-dependent as per your dot points. Here in Australia, and for the size of our business, it will work for us for the time being.

What it means for broader blackbaud strategy of moving to Web View if their new updates push clients back onto DB view, though, is anyone's guess…

Patty Driscoll

As we move towards using the webview for gift batches, this has just come to my attention. Is everyone changing their appeal reply coupons to include the CVV field and hoping that people complete it? Sounds like a risk for both us and the donor.

Dave Bushell

https://community.blackbaud.com/discussion/comment/312072#Comment_312072

Hi Patty
From our end, no. We're not making any changes to our DM appeal coupons. They haven't, and will not, ask for the CVV for the exact security risks that you outline.
We've taken the step of moving the batch CC processing back onto database view as Tasha called out above. From our capability, it works more or less fine. Our reconciliation donation team is embedded in the data team so it's just a case of moving a task from web view over to database view.

Patty Driscoll

Thanks @Dave Bushell We are not moving any of our gift processing over to webview until we have to, because of this and so many other issues where webview doesn't meet our needs. This is a reasonable interim solution, but when database view is gone, there needs to be an alternate process in place by Blackbaud so that we can still collect credit card donations on reply coupons, and process without the CVV. I'm starting to see things about this in the idea bank and have raised it with our customer success mgr so hopefully will BB will get this resolved sooner rather than later

Ange Scott

@Patty Driscoll We are the same - we have used the optimised forms in NXT which are nice, but about 2 months ago we suddenly started having issues with some donations being declined and some not (which was not fun given that we'd just sent out an appeal!), so we've moved back to Online Express while BB look into it.

While I'm happy that the batching in NXT has been updated to look similar to DBV, I still find it far too slow to load, still too many clicks and it still doesn't provide a Control Report, so I still do all batching and receipting through DBV

Dave Bushell

This thread is like looking (reading?) into a mirror 😉

Dave Bushell

@Patty Driscoll @Ange Scott @Tasha Mikoz @Nicole Francis

Soooo….my trusty financial reconciliator in my data team is of the view that Credit Cards are currently going through web view without a CVV…
She's conducted a couple of tests today, both in batch and single gifts and they've all gone through into BBMS successfully (and funds deducted from accounts)

As in…blackbaud have maybe quietly rolled back this change?

Does anyone else want to take a look?

Patty Driscoll

They said they would roll this back temporarily (which still won't work in the long term, this needs to be a permanent change), but I haven't tried it today. view in idea bank

Ange Scott

@Dave Bushell yes they've rolled it back to how it was due to feedback, but have said it will be returning at a later date. There's another thread about it here:

Updating Credit Card Information for Automatic Recurring Gifts - CVC now required — Blackbaud Community

Still doesn't help us at all with dealing with postal appeals though! We're not comfortable asking for CVV via the post, it just doesn't make sense

Dave Bushell

Thanks @Ange Scott - I had seen that thread but skipped over blackbaud's response to it. I hope they provide far more proactive advice around this change whenever it's re-implemented!