Unresolved Sales Orders

Sarah Osborne
Sarah Osborne
Seventh Anniversary Participant Facilitator 1
in Blackbaud Altru® General Discussions

Is anyone else experiencing a large number of unresolved sales orders over the past week? We have had several complaints from guests that once they attempt to check out their cart the page just freezes. The confirmation page is not generated and they show up in our Unresolved Online Sales report.

I've got an open case with BB, but it has been over a week with no word back from them as to a solution, just that they are looking into it. So I'm curious if anyone else is experiencing this.

There are also problems with loading the webpages for eTickets, if they manage to get the ticket purchase to go through.

Thanks for any insight!
-Sarah Osborne
Children's Museum Tucson

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Comments

  • Crystal Bruce
    Crystal Bruce admin
    Tenth Anniversary Kudos 5 Commented in Discussion First Reply

    Hi Sarah! I was going to make a note on your case, do you have a case # I can refer to. Thanks!

  • Lisa Saneda
    Lisa Saneda
    Tenth Anniversary Kudos 2 Name Dropper Participant

    Are you using reservations for admission? We got slammed with these when we first reopened. now that we went back to general admission, haven't had any.

  • KAS Shannon Knight
    KAS Shannon Knight
    Tenth Anniversary Kudos 3 Name Dropper Participant

    It would be so helpful to have an email alert for when unresolved sales orders happen. It's easy to forget to check on really busy days. Which, of course, is when they happen more frequently. :-(

  • Lisa Saneda
    Lisa Saneda
    Tenth Anniversary Kudos 2 Name Dropper Participant
    We just make it part of our closing duties. That way we're always up to date. ?
  • KAS Shannon Knight
    KAS Shannon Knight
    Tenth Anniversary Kudos 3 Name Dropper Participant

    For one of my clients, I'm the only one who has permission to resolve them and, since I'm part time, unresolved sales orders ALWAYS come through on my days not working with them. :-)

  • Lisa Saneda
    Lisa Saneda
    Tenth Anniversary Kudos 2 Name Dropper Participant
    lol. I wouldn't worry to much about getting them resolved immediately. The money actually is in the bank, the sale shows up in Altru, and the only person who may freak is the accountant...
  • Sarah Osborne
    Sarah Osborne
    Seventh Anniversary Participant Facilitator 1

    Hi Crystal,

    Yes the case number is: Blackbaud Support Case 018474233.

  • Sarah Osborne
    Sarah Osborne
    Seventh Anniversary Participant Facilitator 1

    Yes, we're using these for reservations, mostly they are $0.00 sales for our member tickets. When the sale isn't completed the members will not receive their eTicket email with the order number, so it is problematic for more than just our Finance Director! ? Also event pages are just not loading or pause when the customer tries to “checkout” their cart, which doesn't result in any type of sale…

    When we do have a monetary sale this money is not seen “in the bank” until after we Complete it in Advanced Sales. (We use Blackbaud Merchant services, not sure if this accounts for the difference).

    Adding completing unresolved orders to our Guest Service Team's end of day duties seems like the best practice, but our demographic is more likely to purchase tickets day of.

    I agree with you Shannon, I would love to know when we're having issues!! The bizarre thing is that this issue didn't start until a few weeks ago. We were fine with online sales for tickets since March of this year…

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